JP2011193082A - Call center support device, call center support method, and call center support program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To improve the satisfaction of a user utilizing a call center. <P>SOLUTION: The call center support device 105 includes: a ringing tone transmitting unit 1002 for transmitting a ringing tone intermittently to a client telephone on the basis of a call from the client telephone being a call transmission source; a telephone number acquiring unit 1003 for acquiring the telephone number of the client telephone; a disconnection detecting unit 1004 for detecting that the call from the client telephone is disconnected; a number of transmitting times specifying unit 1005 for specifying the number of times for transmitting ringing tone, when the disconnection detecting unit 1004 detects that the call is disconnected; and a customer request determining unit 1006 for determining the request of a card user with reference to a table set, in advance, by the card user on the basis of the specified number of transmitting times by specified by the number of transmitting times specifying unit 1005. <P>COPYRIGHT: (C)2011,JPO&amp;INPIT

Description

  The present invention relates to a call center support apparatus, a call center support method, and a call center support program that support a call handling operation in a call center.

  In recent years, for example, card companies that handle card payments using cards such as credit cards often have call centers. The call center is a dedicated telephone reception desk for card owners and card users (hereinafter referred to as “card users”), accepting consultations, complaints, inquiries, etc. from card users, It is installed for the purpose of responding.

  The call content for the call center includes inquiries that can be handled without an operator. For this reason, there are many call centers in which an initial response from a card user to a call center is performed using an automatic voice response device (IVR).

  The automatic voice response device recognizes a push signal transmitted from a telephone (client phone) operated by a card user, and selects a voice guidance corresponding to the recognized push signal from a plurality of types of voice guidance recorded in advance. The audio signal shown is transmitted to the client telephone. The automatic voice response device can recognize the push signal using the push line. By automatically reproducing the voice based on the voice signal on the client telephone, it is possible to respond to the operation of the card user.

  The card user can transmit his / her request to the call center and acquire or update necessary information by repeating the operation according to the automatically reproduced voice guidance. The voice guidance that is automatically played back is conventionally configured to guide menu items that can be received at a call center, for example, from a higher level to a lower level. Then, by making the card user perform an input operation that goes down from the higher hierarchy to the lower hierarchy according to the reproduced sound, the menu item required by the card user is specified. can do.

  Specifically, it has been conventionally used in, for example, telephones, loudspeakers, other acoustic devices or speech coding / decoding devices to improve speech clarity without losing naturalness, A technique for obtaining a spectral enhancement coefficient in accordance with the amount of fluctuation of a speech feature parameter of an input speech and performing adaptive speech enhancement of the input speech based on the coefficient value for the purpose of providing a speech enhancement device that makes it easy to hear (For example, refer to Patent Document 1 below.)

JP-A-8-6596

  However, in the conventional technology including the above-described Patent Document 1, the card user performs an input operation to move down from a higher hierarchy to a lower hierarchy, so that the menu that the card user aims at Sometimes it took some time to get to. In such a case, there is a problem that the card user feels troublesome.

  Further, in the above-described conventional technology, it takes time to reach the target menu for each card user, so the time for occupying the line becomes long. For this reason, in the situation where the number of calls to the call center is concentrated, there is a problem that it is difficult to connect the telephone and it is difficult to quickly respond to the card user's request.

  Moreover, in the conventional technique mentioned above, it is a system corresponding to the call from a card user. For this reason, when a card user requests a direct call with an operator, even if the call is connected and the target menu (calling of the operator) is reached, the card remains in the state of being connected until it is connected to the operator. This causes the user to wait, and there is a problem that the card user's request may not be fully met.

  Furthermore, in such a case, the call charge during the waiting time until the operator is connected to the operator, even though the card user has declared the desired menu, is the card company where the call center is installed, or the card user making the inquiry Will be charged. For this reason, there has been a problem that the card company or the card user has to bear the call charge during the standby time.

  An object of the present invention is to provide a call center support device, a call center support method, and a call center support program capable of improving the satisfaction of a user who uses a call center in order to solve the above-described problems caused by the prior art. To do.

  In order to solve the above-described problems and achieve the object, the call center support apparatus according to the present invention intermittently emits a ringing tone to the calling telephone set based on the call from the customer telephone set. A ringing tone sending means for sending, a telephone number obtaining means for obtaining a telephone number of a telephone from which the call originated, a detecting means for detecting that a call from the customer's telephone is disconnected, and the detection A means for specifying the number of times the ringing sound is transmitted when the disconnection of the call is detected by the means, and a table set in advance by the customer based on the number of transmissions specified by the specifying means. And determining means for determining the request of the customer.

  Further, the call center support device according to the present invention comprises a ringing tone sending means for intermittently sending a ringing tone to a telephone that is a call originator based on a call from a customer's telephone, and the call The telephone number obtaining means for obtaining the telephone number of the caller telephone, the detection means for detecting that the call from the customer's telephone is disconnected, and the disconnection of the call is detected by the detection means Specifying means for specifying the sending time of the ringing tone at the time, and judging means for judging the request of the customer by referring to a table set in advance by the customer based on the sending time specified by the specifying means And.

  Further, the call center support device according to the present invention is the above-mentioned invention, in the above invention, based on the request of the customer determined by the determination means, reply information creating means for creating reply information to reply to the customer, Reply information transmitting means for transmitting the reply information created by the reply information creating means to the telephone number of the customer's telephone.

  In the call center support apparatus according to the present invention as set forth in the invention described above, the reply information creating means creates information using SMS.

  Further, the call center support method according to the present invention includes a ringing tone sending step of intermittently sending a ringing tone to a calling phone of a call based on a call from a customer's phone, and the calling The telephone number acquisition step of acquiring the telephone number of the caller's telephone, the detection step of detecting that the call from the customer's phone is disconnected, and the disconnection of the call is detected by the detection step A specifying step of specifying the number of times the ringing tone is sent, and a determination step of judging a request of the customer by referring to a table set in advance by the customer based on the number of sending times specified by the specifying step It is characterized by including.

  Further, the call center support method according to the present invention includes a ringing tone sending step of intermittently sending a ringing tone to a calling phone of a call based on a call from a customer's phone, and the calling The telephone number acquisition step of acquiring the telephone number of the caller's telephone, the detection step of detecting that the call from the customer's phone is disconnected, and the disconnection of the call is detected by the detection step A specifying step of specifying a sending time of the ringing tone at the time, and a determining step of judging a request of the customer by referring to a table set in advance by the customer based on the sending time specified by the specifying step It is characterized by including.

  Further, the call center support method according to the present invention, in the above invention, based on the request of the customer determined by the determination step, a reply information creation step of creating reply information to reply to the customer, A reply information transmitting step of transmitting the reply information created in the reply information creating step to the telephone number of the customer's telephone.

  The call center support method according to the present invention is characterized in that, in the above invention, the reply information creating step creates information using SMS.

  Further, the call center support program according to the present invention includes a ringing tone sending step for intermittently sending a ringing tone to a calling phone of a call based on a call from a customer's phone, and the calling The telephone number acquisition step of acquiring the telephone number of the caller's telephone, the detection step of detecting that the call from the customer's phone is disconnected, and the disconnection of the call is detected by the detection step A specifying step of specifying the number of times the ringing tone is sent, and a determination step of judging a request of the customer by referring to a table set in advance by the customer based on the number of sending times specified by the specifying step And making the computer execute.

  Further, the call center support program according to the present invention includes a ringing tone sending step for intermittently sending a ringing tone to a calling phone of a call based on a call from a customer's phone, and the calling The telephone number acquisition step of acquiring the telephone number of the caller's telephone, the detection step of detecting that the call from the customer's phone is disconnected, and the disconnection of the call is detected by the detection step A specifying step of specifying a sending time of the ringing tone at the time, and a determining step of judging a request of the customer by referring to a table set in advance by the customer based on the sending time specified by the specifying step And making the computer execute.

  The call center support program according to the present invention, in the above invention, based on the customer's request determined by the determination step, a reply information creation step of creating reply information to reply to the customer, The reply information transmitting step of transmitting the reply information created by the reply information creating step to the telephone number of the customer's telephone is executed by the computer.

  The call center support program according to the present invention is characterized in that, in the above invention, the reply information creating step creates information using SMS.

  According to the above invention, it is possible to transmit the customer's request to the call center without using a complicated operation for a customer such as a user who uses the call center without performing a complicated operation.

  According to the call center support device, the call center support method, and the call center support program according to the present invention, the customer's request can be transmitted to the call center without using an operator without performing complicated operations on the customer. There is an effect that the satisfaction of the user who uses the call center can be improved.

It is explanatory drawing which shows the system configuration | structure of the call center assistance system of Embodiment 1 concerning this invention. It is a block diagram which shows the hardware constitutions of the computer apparatus which implement | achieves the call center assistance apparatus of Embodiment 1 concerning this invention. It is a block diagram which shows an example of the hardware constitutions of a fixed telephone. It is a block diagram which shows the hardware constitutions of a portable telephone. It is explanatory drawing which shows an example of a user database. It is explanatory drawing which shows an example of a usage details information management database. It is explanatory drawing which shows an example of a request judgment table. It is explanatory drawing which shows an example of a request specific table. It is explanatory drawing which shows an example of a card user identification table. It is explanatory drawing which shows the functional structure of the call center assistance apparatus of Embodiment 1 concerning this invention. It is a flowchart which shows the process sequence of a telephone call response process among the process procedures which the call center assistance apparatus 105 of Embodiment 1 concerning this invention performs. It is a flowchart (the 1) which shows the process sequence of a ringing tone transmission process among the process procedures which the call center assistance apparatus 105 of Embodiment 1 concerning this invention performs. It is a flowchart (the 2) which shows the process sequence of a ringing tone transmission process among the process procedures which the call center assistance apparatus 105 of Embodiment 1 concerning this invention performs. It is a flowchart which shows the process sequence of a transmission frequency specific process among the process procedures which the call center assistance apparatus 105 of Embodiment 1 concerning this invention performs. It is a flowchart which shows the process sequence of a customer request judgment process among the process procedures which the call center assistance apparatus 105 of Embodiment 1 concerning this invention performs. It is a flowchart which shows the process sequence of a reply information creation process among the process procedures which the call center assistance apparatus 105 of Embodiment 1 concerning this invention performs. It is a flowchart which shows the process sequence of a reply information transmission process among the process procedures which the call center assistance apparatus 105 of Embodiment 1 concerning this invention performs. It is explanatory drawing (the 1) which shows the example of a display screen in a client telephone. It is explanatory drawing (the 2) which shows the example of a display screen in a client telephone. It is explanatory drawing which shows the call center assistance apparatus of Embodiment 2 concerning this invention. It is explanatory drawing which shows an example of a request specific table. It is explanatory drawing which shows the functional structure of the call center assistance apparatus of Embodiment 2 concerning this invention. It is a flowchart which shows a call response process among the processing procedures which the call center assistance apparatus 105 of Embodiment 2 concerning this invention performs. It is a flowchart which shows the process sequence of a ringing tone transmission process among the process procedures which the call center assistance apparatus 105 of Embodiment 2 concerning this invention performs. It is a flowchart which shows the process sequence of a transmission time specific process among the process procedures which the call center assistance apparatus 105 of Embodiment 2 concerning this invention performs. It is a flowchart which shows the process sequence of a customer request judgment process among the process procedures which the call center assistance apparatus 105 of Embodiment 2 concerning this invention performs.

  Exemplary embodiments of a call center support apparatus, a call center support method, and a call center support program according to the present invention will be explained below in detail with reference to the accompanying drawings.

(Embodiment 1)
First, the system configuration of the call center support system 100 according to the first embodiment of the present invention will be described. FIG. 1 is an explanatory diagram showing a system configuration of a call center support system 100 according to the first embodiment of the present invention. In FIG. 1, a call center support system 100 according to a first embodiment of the present invention includes a client telephone 101, a center telephone 102, a transmission side exchange 103, a reception side exchange 104, and a call center support apparatus 105. It is configured.

  The client telephone 101 is installed in the home 120 of a card user who is a customer, for example. Further, the client telephone 101 has, for example, portability and the installation location may not be constant. The center telephone 102 is installed in a call center 110 that specializes in counter operations for card users by telephone. In the call center 110, one or a plurality of center telephones 102 are installed. Examples of the contact business at the call center 110 include various operations such as card user support, complaint handling, and mail-order sales.

  The call center 110 is established by a card company that is a card issuer, which is a medium functioning as a payment means instead of cash, such as a credit card. In this embodiment, the card is not limited to a credit card, and may be a card other than a credit card.

  Specifically, the card in this embodiment may be realized by, for example, a debit card or an electronic money card instead of a credit card. Each card is set with card identification information that is unique to each card, such as a credit card number. The card issuer identifies, for example, card users using card identification information, and manages information about each card user.

  The card user can be, for example, the card owner who is permitted to own the card after a predetermined examination by the card company that is the card issuer. Alternatively, the card user may be a person who satisfies specific conditions, such as a card owner's family. The client telephone 101 can be realized by a telephone owned by a card user or a specific telephone frequently used by the card user.

  In the call center support system 100, the client telephone 101 and the originating side exchange 103 are connected via a telephone line. In the call center support system 100, the originating side exchange 103 and the terminating side exchange 104 are connected via a telephone line. Further, in the call center support system 100, the receiving side exchange 104 and the call center support device 105 are connected via a telephone line.

  The client telephone 101, the originating side exchange 103, the terminating side exchange 104, and the call center support apparatus 105 constitute a telephone line network 130 by being connected via a telephone line. The telephone line network 130 enables a conversation, that is, a telephone call, between the client telephone set 101 and the center telephone set 102 by transmitting the voice of the utterance to the other party by transmitting and receiving electrical signals. Yes.

  In the telephone line network 130, various types of control related to the telephone (call) are performed by a common line signal system in which the communication path network and the signal network are separated. The communication path network is used for transmission / reception of a signal related to a call in order to pass voice during a call (call). The signal network is used for transmission and reception of signals related to control of a series of operations from the start to the end of a telephone (call) connection.

  The client telephone 101 and the center telephone 102 transmit and receive voices from the caller as an electrical signal when the telephone (call) is made between the client telephone 101 and the center telephone 102, so that the operator of each telephone is This is used as an interface for transmitting the utterance content and designating the telephone numbers of the client telephone 101 and the center telephone 102.

  The client telephone 101 can be realized by, for example, a fixed telephone (see FIG. 3) or a portable telephone (see FIG. 4). The center telephone 102 can be realized by, for example, a fixed telephone (see FIG. 3). The fixed telephone is connected to the telephone line network 130 in a wired manner, and the place where the call is made is fixed. The portable telephone has portability and is wirelessly connected to the telephone network 130, thereby realizing a telephone (call) using wireless communication.

  The client telephone 101 and the center telephone 102 may be IP telephones that perform telephone calls (IP telephones) using a packet communication protocol IP (Internet Protocol) used on the Internet. An IP telephone is realized by converting voice generated by speech into digital data in the IP telephone, and transmitting the digital data to the other party on the IP network in a state where the digital data is divided into packets.

  When the client telephone 101 and the center telephone 102 are realized by IP telephone, a part or all of the telephone line network 130 in the call center support system 100 is realized using an Internet line (broadband line). Since IP telephones and IP telephones (including various devices that implement IP telephones) are well-known techniques, descriptions thereof are omitted.

  The originating side exchange 103 and the terminating side exchange 104 can each be realized by a line connection between the client telephone 101 and the center telephone 102, that is, a subscriber line exchange that performs line exchange. Since the subscriber line switch is a known technique, the description thereof is omitted.

  The originating side exchange 103 and the terminating side exchange 104 realized by the subscriber line exchange respectively store the telephone number of each telephone connected via the subscriber line and the identification information of the connected line in association with each other. A number translation table is provided. The number translation table has a tree structure with telephone numbers as index values.

  The originating side exchange 103 and the terminating side exchange 104 each have a unique number translation table. Each of the originating side exchange 103 and the terminating side exchange 104 realized by the subscriber line exchange is provided with a number translation table, so that the terminating side which is the final connection destination requested by the originating telephone (for example, the client telephone 101). Can be identified (for example, the center telephone 102).

  Specifically, for example, the originating side switch 103 receives the telephone number of the incoming side telephone (for example, the telephone number of the call center 110) from the outgoing side telephone (for example, the client telephone 101). Then, the called party exchange 104 is specified by searching the number translation table based on the received telephone number.

  The called exchange 104 identifies the called exchange 104 (center telephone 102) by searching a number translation table based on the telephone number of the called telephone (for example, the telephone number of the call center 110). Since the connection destination specifying method (routing) in the originating side exchange 103 and the terminating side exchange 104 is a known technique, the description thereof is omitted.

  The originating side exchange 103 is an exchange directly connected to the client telephone 101 and accommodates a subscriber line between the originating side exchange 103 and the client telephone 101. The called side exchange 104 is an exchange to which the center telephone 102 is directly connected, and accommodates a subscriber line between the called side exchange 104 and the center telephone 102. The subscriber line may be wired or wireless. In particular, the subscriber line between the originating side exchange 103 and the client telephone 101 may be wired or wireless.

  In the call center support system 100, a relay exchange, a gateway exchange, or the like may be provided between the originating exchange 103 and the terminating exchange 104 (all are not shown). The relay exchange realizes a function of bundling the originating side exchange 103 and the terminating side exchange 104, which are subscriber line exchanges, and is used when the client telephone 101 and the center telephone 102 are not accommodated in the same subscriber exchange.

  In the gateway exchange, when the administrator (operator) of the originating exchange 103 and the administrator (operator) of the receiving exchange 104 are different, the telephone line networks 130 operated by the different administrators (operators) are different. The function to connect is realized. In the call center support system 100, even when the manager (operator) of the originating side switch 103 is different from the manager (operator) of the terminating side switch 104, the originating side switch 103 and the terminating side switch 104 are connected to the gateway exchange. You may connect directly without going through.

  The call center support device 105 functions as a relay device when the center telephone 102 is connected to the telephone network 130. When a plurality of center telephones 102 are connected to one call center support apparatus 105 in the call center 110, the call center support apparatus 105 connects each center telephone 102 to the telephone line network 130 individually. Function as.

  The call center support apparatus 105 implements various functions such as a function for controlling outgoing calls to the client telephone 101, a function for controlling incoming calls from the client telephone 101, and a function for calling between the center telephones 102 (extension call). The call center support device 105 can be realized by a computer device (see FIG. 2) such as a personal computer, for example.

  The call center support device 105 includes a user database (see FIG. 5), a usage details information management database (see FIG. 6), a request determination table (see FIG. 7), a request identification table (see FIG. 8), a card user Various databases such as an identification table (see FIG. 9) and various data tables are provided. The call center support apparatus 105 performs a call response process based on various information stored in these databases and data tables. The user database, usage details information management database, request determination table, card user identification table, request specification table, and call response process will be described later.

(Hardware configuration of call center support device 105)
Next, a hardware configuration of a computer device that implements the call center support device 105 will be described. FIG. 2 is a block diagram showing a hardware configuration of a computer apparatus that implements the call center support apparatus 105 according to the first embodiment of the present invention.

  In FIG. 2, a computer device that realizes the call center support device 105 includes a CPU 201, a ROM 202, a RAM 203, an HDD (hard disk drive) 204, an HD (hard disk) 205, and an FDD (flexible disk drive) 206 detachable. An FD (flexible disk) 207 and a communication I / F (interface) 208 are provided as examples of such a recording medium. The units 201 to 208 included in the computer device are connected to each other by a bus 209.

  The CPU 201 controls the entire computer device. The ROM 202 stores a boot program and various programs. The RAM 203 is used as a work area for the CPU 201. The HDD 204 controls data read / write with respect to the HD 205 according to the control of the CPU 201.

  The HD 205 stores data written under the control of the HDD 204. The HD 205 stores data written under the control of the HDD 204 in a nonvolatile manner. Various types of information such as the above-described various databases and various data tables are stored in the HD 205. The HDD 204 can appropriately update (add, delete, etc.) various information stored in the HD 205.

  Various types of information such as the above-described various databases and various data tables are not limited to those stored in the HD 205. Various types of information such as the various databases and various data tables described above may be stored in a computer device different from the call center support device 105. The call center support system 100 is not limited to the storage of all the various information such as the above-described various databases and various data tables in the HD 205, but a part of the information is a computer different from the call center support device 105. It may be stored in the device.

  The FDD 206 controls reading / writing of data with respect to the FD 207 according to the control of the CPU 201. The FD 207 stores data written under the control of the FDD 206. In addition to the FD 207, the removable recording medium may be a CD-ROM (CD-RW), MO, DVD (Digital Versatile Disk), or the like.

  The communication I / F 208 functions as an interface for connecting the computer apparatus (call center support apparatus 105) and the called exchange 104. The communication I / F 208 functions as an interface for connecting the computer device (call center support device 105) and the center telephone 102. The communication I / F 208 inputs and outputs data between the computer device (call center support device 105) and the receiving side exchange 104, and inputs and outputs data between the computer device (call center support device 105) and the center telephone 102. To control.

  The computer device that implements the call center support device 105 may include a display realized by, for example, a CRT, a TFT liquid crystal display, a plasma display, or the like, or an input device such as a keyboard, a mouse, or a scanner (all are not shown). ). In this case, the display and the input device are each connected to the bus 209.

(Hardware configuration of fixed phone)
Next, a hardware configuration of a fixed telephone that realizes the client telephone 101 and the center telephone 102 will be described. FIG. 3 is a block diagram showing an example of the hardware configuration of the fixed telephone.

  In FIG. 3, the fixed telephone includes a CPU 301, a ROM 302, a RAM 303, a display 304, an operation key unit 305, a microphone 306, a speaker 307, and a communication I / F 308. Each component is connected by a bus 309.

  The CPU 301 controls the fixed telephone. The ROM 302 stores various programs. The ROM 302 may store telephone directory information including personal telephone number information registered by the operator of the fixed telephone. The RAM 303 is used as a work area for the CPU 301.

  The display 304 displays various kinds of information such as caller information such as a telephone number of a telephone set as a transmission source and various function information that can be executed by the fixed telephone. In the case of a fixed telephone that implements the client telephone 101, the display 304 may display various data transmitted from the call center 110.

  The display 304 can be realized by, for example, a liquid crystal display that displays various information in monochrome or color. The display 304 may be realized by, for example, a 7-segment display that displays various information in monochrome.

  The operation key unit 305 includes ten keys from “0” to “9”, “#” key, “*” key, and other various keys. For example, in a fixed telephone that implements the client telephone 101, the display content of the display 304 can be switched or erased by accepting an input operation in the operation key unit 305. Further, for example, in a fixed telephone that realizes the center telephone 102, a call can be put on hold or transferred by receiving an input operation in the operation key unit 305.

  The microphone 306 performs analog / digital conversion on the voice of a speaker input as analog data, and generates digital audio data. The speaker 307 performs digital / analog conversion on the digital audio data transmitted from the other party, and outputs audio by energizing a coil in the speaker cone based on the analog audio data.

  The communication I / F 308 is connected to a subscriber line switch via a subscriber line. Specifically, when the fixed telephone implements the client telephone 101, the communication I / F 308 is connected to the originating side exchange 103 via a subscriber line. More specifically, when the fixed telephone implements the center telephone 102, the communication I / F 308 is connected to the terminating exchange 104 via a subscriber line.

  The communication I / F 308 controls an interface between the telephone line network 130 and the inside of the fixed telephone, and controls input / output of the voice data transmitted from the other party and the voice data input from the microphone 306 in the fixed telephone. To do.

  The fixed telephone may further include a scanner and a converter that converts image information read by the scanner into a format that can be sent to the telephone line network 130 to realize a facsimile function. The scanner optically reads an image and generates image data. Since the scanner can be easily realized by using a known technique, description thereof is omitted.

(Hardware configuration of mobile phone)
Next, a hardware configuration of a mobile phone that implements the client phone 101 will be described. FIG. 4 is a block diagram showing a hardware configuration of the mobile phone. 4, the mobile phone includes a CPU 401, a ROM 402, a RAM 403, a display 404, a keyboard 405, a microphone 406, a speaker 407, a camera 408, and a communication I / F 409. Each component is connected by a bus 410.

  The CPU 401 controls the entire mobile phone. The ROM 402 stores programs such as a boot program. The ROM 402 may store personal phone number information registered by an operator of the mobile phone, address book information including address information, and the like.

  The RAM 403 is used as a work area for the CPU 401. The display 404 displays a set mode (manner mode, drive mode, etc.) and various marks, icons, tool boxes, and the like indicating the reception state of radio waves, and is mainly realized by a liquid crystal display such as a TFT liquid crystal display.

  The keyboard 405 includes keys for inputting various instructions such as characters, numerical values, and start and end of a call. In the mobile phone, various data can be input to the mobile phone by accepting an operation by an operator of the mobile phone via the keyboard 405.

  The microphone 406 inputs voice data obtained by analog / digital conversion of the user's voice, and the speaker 407 outputs voice obtained by digital / analog conversion of voice data transmitted from the other party. The speaker 407 performs digital / analog conversion on digital audio data transmitted from the other party, and outputs audio by energizing a coil in the speaker cone based on the analog audio data.

  The camera 408 captures an imaging target by operating the keyboard 405, and generates image data of the captured imaging target. The generated image data is stored in the ROM 402 or the RAM 403. The mobile phone may include a memory such as an SD memory in addition to the ROM 402 and RAM 403.

  The communication I / F 409 is connected to the telephone line network 130 through a communication line, and controls the interface between the telephone line network 130 and the portable telephone. The communication I / F 409 controls input / output of voice data to / from a fixed phone or another portable phone via the telephone line network 130. The communication I / F 409 may be further connected to a network such as the Internet. In this case, the communication I / F 409 controls data input / output with another portable telephone or computer device via a network such as the Internet.

  Specifically, the mobile phone is connected to a network such as the Internet via the communication I / F 409 to receive information transmitted from another computer device connected to the network or to be provided on the network. Data registered in the registered WEB server can be browsed.

  The WEB server has an information transmission function for information transmission in a WWW (World Wide Web) system. According to HTTP (HyperText Transfer Protocol), an HTML (HyperText Markup Language) or a Web browser included in the client telephone 101 is used. This can be realized by a computer device (see FIG. 2) in which a program for displaying various objects such as images is installed.

  In this embodiment, the Web server can be realized by the same computer apparatus as the computer apparatus that implements the call center support apparatus 105. Note that the Web server may be realized by a computer device different from the computer device that realizes the call center support device 105.

(Example of user database)
Next, a user database provided in the call center support apparatus 105 will be described. FIG. 5 is an explanatory diagram showing an example of a user database. In FIG. 5, the user database 500 stores various types of information (hereinafter “card management information”) necessary for card issuance and card payment.

  The card management information includes information set for each card such as card identification information (such as a credit card number) and a card expiration date. The card management information includes information that can identify the card user, such as the name, address, telephone number, e-mail address, and gender of the card user. The card management information can be acquired from a card user in advance, for example, when a card is issued (at the time of application), and can be registered in the user database 500 by the card issuer.

  The card management information may include a plurality of telephone numbers for one card identification information, such as “telephone number of home fixed telephone” and “phone number of portable telephone”. Further, the card management information may include information related to payment ability, such as the annual income of the card user and the limit of use.

  Further, the card management information may include information related to payment, such as a payment method, the name of a financial institution used for payment, a branch name, a deposit item, and an account number. For example, for a card user who sets revolving payment, the amount of payment per revolving payment is included in the information related to payment.

  In the user database 500, card management information is stored in association with each card identification information. Thereby, card management information of a specific card user can be extracted by designating card identification information. In the user database 500, information corresponding to the specified card management information can be extracted by specifying specific card management information such as a telephone number in addition to the card identification information.

  Since the card identification information can identify the card user who is the owner of the card, it can be used as the identification number (card user ID) of the card user. The card user ID may use a credit card number, or may be arbitrary identification information set for each card user in place of the credit card number. When the card user ID is set separately from the credit card number, the user database 500 stores the card user ID in association with the card identification information. The card user's telephone number may be used as the card user ID.

  The card management information may include information related to a card owned by a card user other than the person (primary member) who applied as a member, such as a family card. The card management information of a card owned by a card user other than the main member may include a telephone number of a telephone (a fixed phone or a portable phone) owned (or used) by the card user other than the main member. .

  When a card owned by a card user other than the main member, such as a family card, has been issued, the user database 500 stores the card management information of the card owned by the card user other than the main member as a card other than the main member. It is stored in association with the card identification information of the card owned by the card user.

  In addition, when a card owned by a card user other than the main member has been issued, in the user database 500, the card management information of the card owned by the card user other than the main member is used as the card identification information owned by the main member. It may be stored in association with. The card management information owned by the card user other than the principal member is stored in association with the card identification information owned by the principal member, thereby specifying the card identification information of the principal member who is the payer of the card usage fee. Card management information owned by a card user other than a member can be extracted.

(Example of usage details information management database)
Next, the usage details information management database provided in the call center support apparatus 105 will be described. FIG. 6 is an explanatory diagram showing an example of the usage details information management database. In FIG. 6, the usage details information management database 600 stores, for example, card identification information such as a credit card number and information on card usage history.

  Card usage history information can specify, for example, card usage date (or date and time of use), usage destination (user name, etc.), number of payments, usage amount for each card payment, usage amount for the current month, etc. Information. For example, if there is a closing date every month, the usage amount for the current month is the accumulated usage amount from the day after the previous closing date to the next closing date.

  For example, every time a card is used, the card usage history is transmitted from the card payment terminal device of the store that uses the card and registered in the usage details information management database 600. In the usage details information management database 600, information on the card usage history is stored in association with card identification information such as a credit card number for each usage case.

  When a card owned by a card user other than the main member, such as a family card, has been issued, information on the use history of the card owned by the card user other than the main member in the usage details information management database 600 is the main member. Are stored in association with card identification information owned by other card users. Thereby, the card user other than the main member owns the card identification information of the card owned by the card user other than the main member and the card number of the client telephone 101 owned (or used) by the card user other than the main member. Information about card usage history can be extracted.

  In addition, when a card owned by a card user other than the main member has been issued, information on the use history of the card owned by the card user other than the main member is stored in the usage details information management database 600 by the card user of the main member. It may be stored in association with the card identification information possessed. In this way, all including the card usage history owned by card users other than the main member, based on the card identification information owned by the main card user and the telephone number of the client telephone 101 owned by the main card user, It is possible to extract information related to the card usage history.

  The call center support device 105 stores information on the card usage history generated when the card user uses the card in the usage details information management database 600 in association with the card identification information every time the card user uses the card. Remember. Alternatively, the call center support device 105 obtains information about the card usage history generated each time the card user uses the card from a computer device different from the call center support device 105 at a predetermined timing, and manages usage details information It may be stored in the database 600. Another computer device may be, for example, a server computer managed by a card company.

  The predetermined timing can be set, for example, “once a day (0:00, 3:00, etc.)”, “deadline”, “every Monday”, and the like. Alternatively, the predetermined timing may be set such as “the closing date”, “one week before the closing date”, “every two hours”, “every card is used ten times”, and the like.

  The predetermined timing may be set for each card user. Specifically, for example, when the usage details information management database 600 is updated based on the card usage count, the card user A is used 10 times, the card user B is every Monday, etc. It can be set for each user. As a result, it is possible to update the information on the card usage history owned by the card user whose inquiry frequency to the call center 110 is high with high frequency.

  In addition, this makes it possible to reduce the update frequency of information related to the card usage history owned by the card user whose inquiry frequency to the call center 110 is low. As a result, the processing load on the call center support apparatus 105 can be reduced by reducing the frequency with which the call center support apparatus 105 communicates with external devices.

(Example of request determination table)
Next, a request determination table provided in the call center support apparatus 105 will be described. FIG. 7 is an explanatory diagram illustrating an example of a request determination table. In FIG. 7, the request determination table 700 stores card identification information such as a credit card number and a table number in association with each other.

  In the request determination table 700, a telephone number and a table number may be stored in association with each other in place of the card identification information such as a credit card number or in addition to the card identification information. In the request determination table 700, a card user ID and a table number may be stored in association with each other in place of the card identification information such as a credit card number or in addition to the card identification information. In the request determination table 700, a separately set request specification table can be identified based on the table number.

(Example of request specification table)
Next, the request specification table provided in the call center support apparatus 105 will be described. FIG. 8 is an explanatory diagram showing an example of the request identification table. In FIG. 8, a plurality of patterns are set in the request identification table 800 for each table number. In each request specifying table 800, the number of ringing sounds to be transmitted and a menu item specified by the number of ringing sounds among the menu items that can be handled in the call center 110 are stored in association with each other.

  Specifically, for example, in the request specification table 800 identified by “table number: 1”, a “price confirmation” menu item is associated with “number of times of ringing sound transmission: 1”, The menu item “Theft / Lost” is associated with “Number of times of sound transmission: 2 times”, and the menu item “Change of registered contents” is associated with “Number of times of sound transmission: 3 times”. ing. The menu item “change registered contents” is selected, for example, when it is desired to change an address or a telephone number.

  More specifically, for example, in the request specification table 800 identified by “table number: 2”, the “stolen / lost” menu item is associated with “the number of times the ringing tone is transmitted: once”. , “Price confirmation” menu item is associated with “ringing frequency: 2 times” and “registration content change” menu item is associated with “ringing frequency: 3” It is attached. The menu items that can be handled in the call center 110 are not limited to “charge confirmation”, “theft / loss”, and “change of registered contents”, but other menus can be arbitrarily set by a card company, for example.

  In each request specifying table 800, for example, instead of the number of ringing sounds, the elapsed time (calling time of ringing sound) from when the call of the client telephone 101 is received until it is disconnected, and the specified menu items And may be stored in association with each other. In this case, for example, 3 seconds, 6 seconds, 9 seconds,..., Etc., which are boundaries for distinguishing ringing time, “0 seconds or more and less than 3 seconds”, “3 seconds or more” It can be set such as “less than 6 seconds”, “6 seconds or more and less than 9 seconds”,. Or, as for the ringing tone transmission time that becomes the boundary of the distinction of the number of times, “3 seconds or less”, “3 seconds to 6 seconds”, “6 seconds to 9 seconds”, etc. May be set.

(Card user identification table)
Next, a card user identification table provided in the call center support apparatus 105 will be described. FIG. 9 is an explanatory diagram showing an example of a card user identification table. In FIG. 9, the card user identification table 900 stores card identification information such as a credit card number and the name of the card user in association with each telephone number.

  For example, when a plurality of phone numbers are associated with one card identification information such as “phone number of fixed phone” and “phone number of portable phone”, the card user identification table 900 A plurality of telephone numbers are stored in association with one card identification information. Alternatively, the card user identification table 900 may be configured such that one card number is stored in association with one card identification information.

  When a card owned by a card user other than the main member, such as a family card, is issued, in the card user identification table 900, a card user other than the main member owns the card identification information of the card of the main member. Card identification information, names of card users other than the primary member, and the like may be stored in association with each other.

  Thereby, when the card identification information of the primary member is specified, it is possible to specify information related to the use history of the card owned by the card user other than the primary member who bears the payment of the primary member. Specifically, when a card owned by a card user other than the main member has been issued, the card identification information of the main member is specified, so that all the cards owned by the main user and the card user other than the main member The total amount of usage can be calculated as the amount paid by the member for the current month.

  By providing the card user identification table 900, when there is a call in the call center 110, the card identification information and the name of the card user can be quickly identified based on the telephone number of the call originator. . Also, in the card user identification table 900, when the card identification information and the telephone number owned by the card user other than the main member are stored in association with each other, the card user other than the main member receives a call. In addition, it is possible to quickly identify identification information of a card owned by a card user other than the main member, a name of a card user other than the main member, and the like.

  When the card user ID is stored in association with the card identification information in the user database 500, the card user identification table 900 stores the card user ID instead of the card identification information, and the card user ID is determined by telephone number. It may be specified. Further, in the call center support apparatus 105, the card user identification table 900 may not be provided, and the card identification information and the card user name may be specified using the user database 500.

(Calling procedure)
Next, in the call center support system 100, a procedure when a speaker (card user) on the client phone 101 side places a call to the call center 110, that is, a procedure for making a call from the client phone 101 to the call center support device 105 will be described.

  When making a call from the client telephone 101 to the call center support device 105, first, a card user who is a caller operates the client telephone 101 to dial the telephone number of the call center 110. The client telephone 101 outputs the telephone number of the dialed call center 110 to the originating side exchange 103.

  When receiving the telephone number of the call center 110 output from the client telephone 101, the originating side exchange 103 outputs a connection request signal for requesting connection to the telephone line network 130. The connection request signal includes the telephone number of the client telephone 101 that is the call originator in addition to the telephone number of the call center 110 that is the call recipient.

  The originating side exchange 103 identifies the terminating side exchange 104 that accommodates the subscriber line with the center telephone 102 by performing routing using the number translation table, and with respect to the identified terminating side exchange 104 Outputs a connection request signal. When a relay exchange or a gateway exchange exists between the originating exchange 103 and the called exchange 104, routing using a number translation table is performed in each relay exchange or each gateway exchange. As a result, routing in the entire telephone line network 130 is executed, and the connection request signal can be transferred to the called exchange 104.

  When receiving the connection request signal, the called-side exchange 104 communicates with the call center support apparatus 105 to determine whether the call center support apparatus 105 is ready to receive a call. Then, when the call center support apparatus 105 is ready to receive a call, the terminating exchange 104 transmits a first call signal to the call center support apparatus 105.

  Whether or not the call center support device 105 is ready to receive a call can be determined based on, for example, the presence or absence of the center telephone 102 in a call waiting state (empty state) in the call center 110. That is, whether or not the call center support device 105 is ready to receive a call is determined based on the number of contracted telephone lines in the call center 110 and the number of telephone lines in the call center 110 that are in a call. Judgment can be made based on whether it is more or less.

  In this case, the receiving side exchange 104 has the call center support device 105 in the state where there is a free center telephone 102 in the call center 110, that is, the number of contracted telephone lines is larger than the number of telephone lines in communication. It can be determined that the incoming call is possible.

  Then, when the call center support apparatus 105 is ready to receive a call, the receiving side exchange 104 transmits a first ringing tone signal to the call center support apparatus 105. When the call center support device 105 receives the first ringing tone signal transmitted from the terminating-side exchange 104, the call center support device 105 transmits an operator ringing tone signal to the center telephone 102 that is idle.

  In addition, when the call center support apparatus 105 is ready to receive a call, the receiving side exchange 104 sends (transmits) a first ringing tone signal to the call center support apparatus 105, and at the same time, the client telephone 101 serving as a transmission source. A second ringing tone signal is transmitted to the originating side exchange 103 that accommodates the subscriber line between the two. The originating side exchange 103 sends the received second ringing tone signal to the corresponding client telephone 101.

  The second ringing tone signal sent from the terminating exchange 104 to the client telephone 101 via the originating exchange 103 becomes, for example, a ringing tone (RBT: Ring Back Tone) at the client telephone 101, and the speaker 307. , 407. As a result, a call is made from the client telephone 101 to the call center support apparatus 105.

  In the call center 110, when the first ringing tone signal sent from the terminating exchange 104 is sent from the call center support device 105 to the center phone 102 in an empty state, For example, an operator ringing tone such as “Lily Lean” is output.

  The first ringing tone signal and the second ringing tone signal are signals for sounding a ringing tone at the telephone set as the transmission destination of each signal. And a ringing tone based on the second ringing tone signal.

  The first ringing tone signal and the second ringing tone signal, for example, ring the ringing tone with 3 seconds as one cycle of “sounding for 1 second and resting for 2 seconds” at each telephone that has received each signal. Therefore, a pulse is generated once every 3 seconds. The first ringing tone signal and the second ringing tone signal are randomly generated in a plurality of stages (for example, three stages) for each subscriber exchange in the telephone line network 130.

  Specifically, the terminating exchange 104 transmits a first ringing tone signal and a second ringing tone signal whose phases are shifted in three stages so that the timing at which a pulse is generated is different by 1 second. The phase of the first ringing tone signal and the phase of the second ringing tone signal are each one of the phases shifted in three stages.

  For this reason, based on the ringing tone cycle based on the second ringing tone signal sent to the client telephone 101 via the originating side exchange 103 and the first ringing tone signal sent to the call center support device 105 from the terminating side exchange 104. The timing at which a pulse is output does not necessarily coincide with the ringing cycle of the ringing tone. That is, the ringing tone cycle based on the second ringing tone signal sent to the client telephone 101 via the originating side switch 103 and the ringing based on the first ringing tone signal sent from the terminating side switch 104 to the call center support device 105 In some cases, the ringing cycle of the sound does not match the timing at which the pulse is output.

  When the call center support apparatus 105 receives the first ringing tone signal transmitted from the terminating-side exchange 104, the call center support apparatus 105 starts counting the number of times that the ringing tone is transmitted (number of calls). The number of ringing sounds can be counted by a counter provided in the RAM 203 or the like that counts the number of ringing sounds transmitted. For example, the same number of counters as the number of contracted lines are provided for counting the number of times the ringing tone is transmitted.

  In the counter that counts the number of times that the ringing tone is sent, for example, the client telephone 101 starts a call (the receiving side exchange 104 starts sending the second ringing signal), and then the call ends ( The number of appearances of pulses included in the first ringing tone signal sent until the client telephone 101 enters the on-hook state is counted.

  A time from when a call is started at the client telephone 101 (the receiving side exchange 104 starts sending the second ringing tone signal) to when the call ends (the client telephone 101 enters an on-hook state); The time during which the receiving side exchange 104 sends the first ringing tone signal to the call center support device 105 is substantially equal. For this reason, it is not limited to counting the number of times the ringing sound is transmitted by counting the number of appearances of the pulses included in the first ringing tone signal, but based on the elapsed time since the reception of the first ringing tone signal. Then, the number of ringing sounds may be counted.

  If the telephone is disconnected during the sending of ringing sound (calling) in one cycle, the number of ringing sounds (number of calls) is calculated based on the time when the ringing sound is sent and the predetermined time for judgment. You may make it select whether it counts up once and it counts down as what was not sounded. Specifically, for example, the ringing tone cycle is one cycle of 3 seconds “1 second and rest for 2 seconds”, that is, “a pulse signal having a width of 1 second appears once every 3 seconds. ”Is set as the predetermined time for determination as 0.6 seconds, and depending on whether the temporal width of the appearing pulse signal is 0.6 seconds or longer or shorter than 0.6 seconds, The number of ringing tone transmissions (number of calls) is incremented once and counted down.

  Specifically, when a call is disconnected after a pulse signal having a width of 0.6 seconds or more appears, it is assumed that one ringing tone has been transmitted, and the number of ringing sounds (calling number) Count) is counted up once. Specifically, if the outgoing call is disconnected within the width of the pulse signal that is less than 0.6 seconds, it is assumed that one ringing tone has not been sent, and the width is less than 0.6 seconds. Even if a pulse signal having a width of time transfer appears, the pulse signal is not counted as the number of times of transmission (number of calls), but is counted down.

  More specifically, for example, when there is a call such as “pull (1 second) → (pause: 2 seconds) → pull (0.8 seconds) → disconnect”, the number of ringing sounds (number of calls) Is counted twice. Specifically, for example, “Prule (1 second) → (Pause: 2 seconds) → Prule (1 second) → (Pause: 2 seconds) → Prule (1 second) → (Pause: 2 seconds) → Prule ( In the case of a call “0.2 second) → disconnect”, the number of ringing sounds (number of calls) is counted as three.

  When the call center support apparatus 105 receives the first ringing tone signal transmitted from the terminating-side exchange 104, the call center support apparatus 105 sends the first ringing tone signal to the center telephone 102 that is idle. The center telephone 102 that has received the first ringing sound signal from the call center support device 105 outputs, based on the first ringing sound signal, a voice that can be heard by the operator's ear, such as “Lily Lean”. Call the call center 110 operator.

  When the call center support apparatus 105 receives the first ringing tone signal transmitted from the terminating exchange 104, the call center support apparatus 105 continues until a predetermined time elapses regardless of whether the center telephone 102 is in an idle state. However, the first ringing tone signal may not be transmitted. The predetermined time can be set to an arbitrary time such as “10 seconds” or “15 seconds”, for example.

  As a result, it is possible to prevent the center telephone 102 in the call center 110 from outputting the ringing tone while outputting the ringing tone “pull” from the client telephone 101. That is, while the ringing tone “pulle” is output from the client telephone 101, it is possible to determine whether the call is a call for designating a menu item or a call requesting a call with an operator. Can prevent the ringing tone from being output from the center telephone 102 in the call center 110.

  When the call center support device 105 is not ready to receive a call, the receiving side exchange 104 sends a busy tone signal indicating that it is busy through the originating side exchange 103 to the client telephone 101 serving as the transmission source. Send to. When the client telephone 101 receives the busy sound signal, the client telephone 101 outputs a busy sound (BT) from the speakers 307 and 407. The busy sound is output from the speakers 307 and 407 of the client telephone 101 as a sound that can be heard by the operator's ear, such as “Poopup”.

  Further, when a call is made from the client telephone 101 to the call center support apparatus 105, processing described below is performed between the terminating exchange 104 and the call center support apparatus 105. The terminating exchange 104 transmits an information reception terminal activation signal to the call center support device 105 prior to transmission of the first ringing tone signal. Specifically, this information receiving terminal activation signal is transmitted at a timing of “sound for 0.5 seconds and pause for 0.5 seconds”, for example.

  When the call center support apparatus 105 receives the information reception terminal activation signal, the call center support apparatus 105 transmits a primary response signal indicating that the connection of the line has been established to the called-side exchange 104. When receiving the primary response from the call center support apparatus 105, the receiving side exchange 104 transmits a modem signal including information such as the telephone number of the client telephone 101 that is the transmission source. When transmitting and receiving modem signals, specifically, for example, ITU-T (International Telecommunication Union Telecommunication Standardization Sector) standard V.264 standard. Communication can be performed based on standards such as 32.

  When the call center support apparatus 105 receives the modem signal, the call center support apparatus 105 transmits a signal indicating completion of reception of the modem signal to the called exchange 104. Thereby, the call center support apparatus 105 can recognize the caller's telephone number. When the call center support apparatus 105 receives the telephone number of the client telephone 101 that is the transmission source, the called-side exchange 104 sends out the first ringing tone signal. The called-side exchange 104 may simultaneously send the telephone number of the client telephone 101 serving as the transmission source and the first ringing tone signal.

  In addition, when the receiving side exchange 104 transmits the telephone number of the client telephone 101 serving as the transmission source to the call center support apparatus 105, the receiving side exchange 104 transmits a second ringing tone signal to the calling side exchange 103. The called exchange 104 may send a second ringing signal to the calling exchange 103 at the same time as sending the first ringing signal to the call center support device 105.

  In the above description, the basic procedure of telephone (call) when calling from the client telephone 101 to the center telephone 102 has been described. However, the basic telephone (call) when calling from the center telephone 102 to the client telephone 101 is described. The procedure can also be realized by a similar procedure.

(Functional configuration of call center support device 105)
Next, a functional configuration of the call center support apparatus 105 according to the first embodiment of the present invention will be described. FIG. 10 is an explanatory diagram showing a functional configuration of the call center support apparatus 105 according to the first embodiment of the present invention.

  In FIG. 10, the call center support apparatus 105 according to the first embodiment of the present invention includes a call detection unit 1001, a ringing tone transmission unit 1002, a telephone number acquisition unit 1003, a disconnection detection unit 1004, and a transmission count specifying unit. 1005, a customer request determination unit 1006, a reply information creation unit 1007, and a reply information transmission unit 1008. In the first embodiment, a call detection unit 1001, a ringing tone transmission unit 1002, a telephone number acquisition unit 1003, a disconnection detection unit 1004, a transmission number identification unit 1005, a customer request determination unit 1006, a reply information creation unit 1007, and reply information The transmission unit 1008 can be realized by each unit included in the computer device that implements the call center support apparatus 105.

  A call detection unit 1001 detects a call from the client telephone 101. Specifically, the call detection unit 1001 detects a call from the client telephone 101 when the call center support apparatus 105 receives the first ringing tone signal.

  On the basis of a call from the card user's telephone (client telephone 101), the ringing sound transmission unit 1002 intermittently transmits a ringing sound to the client telephone 101 that is the call originator. When the detection unit detects a call from the client telephone 101, the ringing sound transmission unit 1002 intermittently transmits a ringing sound to the client telephone 101 that is the transmission source of the call.

  Specifically, when a call is made from the client telephone 101 to the call center 110, the first ringing tone signal is transmitted along with the sending of the first ringing tone signal from the terminating exchange 104 to the call center support device 105. The second ringing tone signal is transmitted from the receiving side exchange 104 that has transmitted the message to the client telephone 101. That is, when the call center support apparatus 105 receives the first ringing tone signal sent from the terminating side exchange 104, the second ringing tone signal is sent to the terminating side exchange 104 that sent out the first ringing tone signal. Can be sent out.

  As described above, since the second ringing tone signal transmitted from the receiving side exchange 104 to the client telephone 101 has one cycle of 3 seconds “sound for 1 second and pause for 2 seconds”, the ringing tone is transmitted. The unit 1002 can intermittently send a ringing tone (second ringing tone signal) to the client telephone 101 by receiving the first ringing tone signal at the call center support device 105.

  In the client telephone 101, by receiving the second ringing tone signal transmitted from the originating side exchange 103, for example, “pull, (pause), pullle, (pause)” based on the second ringing tone signal. ,..., Etc. are output from the speakers 307 and 407.

  The first ringing tone signal can be transmitted from the called exchange 104 to the call center support apparatus 105 when there is a center telephone 102 in an idle state. Also, the transmission of the first ringing tone signal from the receiving side exchange 104 to the call center support device 105 is actually free when the number of contracted telephone lines in the call center 110 is larger than the number of center telephones 102 installed in the call center 110. This is possible even if there is no center telephone 102 in the state.

  That is, according to the call center support system 100 of this embodiment, the number of center telephones 102 (number of operators) that are actually installed can be greater than that of the client telephone 101. As a result, it is possible to reduce the situation where the call from the card user is difficult to connect.

  In addition, when the ringing tone sending unit 1002 starts to send the ringing tone to the client telephone 101 that is the originator of the call, the ringing tone sending unit 1002 resets the counter that counts the number of times the ringing tone is sent provided in the RAM 203. The counting of the number of times of ringing is started. The number of ringing sounds can be counted based on the first ringing sound signal transmitted from the receiving side exchange 104.

  As described above, since the first ringing tone signal is a signal of a cycle in which the center telephone 102 is sounded for 1 second and paused for 2 seconds, the ringing tone sending unit 1002 includes a pulse ( The number of appearances of the signal for causing the center telephone 102 to ring for 1 second) is counted as the number of times that the ringing tone is transmitted, and the count value counted until the call is disconnected can be specified as the number of times that the ringing tone is transmitted.

  The ringing tone sending unit 1002 may specify the number of times the ringing tone is sent based on the length of the first ringing tone signal received from the called-side exchange 104. That is, the ringing tone sending unit 1002 is not limited to directly counting the number of appearances of a pulse (a signal for ringing the center telephone 102 for 1 second) included in the first ringing tone signal, but receiving the first ringing tone signal. The number of ringing sounds may be calculated based on the time from the start to the end.

  A timer for counting (clocking) the calling time is set to the same time as the counter (that is, the number of contracted lines) that counts the number of times that the ringing tone is transmitted from the start of reception of the first ringing message to the end. It can be timed by keeping it. The timer for counting (timing) the call time can be realized by, for example, the time counting function of the CPU 201 provided in the call center support apparatus 105. The CPU 201 secures a predetermined storage area (counter) in the RAM 203 or the like, and counts (counts) the calling time using the predetermined storage area.

  In this case, specifically, the ringing tone sending unit 1002 resets a timer that counts (clocks) the calling time when, for example, reception of the first ringing tone sent from the called-side exchange 104 is started. . Next, a timer that counts (counts) the calling time that has been reset counts (measures) the time that has elapsed since the reception of the first ringing tone sent from the terminating exchange 104 was started.

  Then, the quotient obtained by dividing the elapsed time counted until the call is disconnected by the time (for example, 3 seconds) of one cycle of the first ringing tone signal is counted as the number of times the ringing tone is transmitted. In this case, for example, when the time from the incoming call to the disconnection is 0 to 3 seconds, the ringing tone is transmitted once for convenience, and when the time from the incoming call to the disconnection is 3 to 6 seconds. If the time from the incoming call to the disconnection is 6 to 9 seconds, it can be counted three times for convenience.

  The telephone number acquisition unit 1003 acquires the telephone number of the client telephone 101 that is the originator of the call. Specifically, the telephone number acquisition unit 1003 receives a modem signal including information such as the telephone number of the caller transmitted from the called exchange 104 in the call center support device 105, so that the client serving as the caller originator The telephone number of the telephone 101 can be acquired.

  The disconnect detection unit 1004 detects that the call from the telephone of the card user who is a customer, that is, the client telephone 101 is disconnected. Specifically, the disconnection detection unit 1004 can detect the end of the call from the client telephone 101 when the call center support apparatus 105 stops receiving the first ringing tone signal. The call from the client telephone 101 is terminated when the client telephone 101 that is in an off-hook state for a call to the call center 110 is placed in an on-hook state.

  The sending number specifying unit 1005 specifies the number of times the ringing tone is sent when the disconnection detecting unit 1004 detects the disconnection of the call. Specifically, the number-of-sendings specifying unit 1005 acquires a count value in a counter that counts the number of times a ringing tone is sent, so that when the disconnection detecting unit 1004 detects the disconnection of the call, the calling by the client telephone 101 is performed. Specify the number of sound transmissions.

  The number-of-sendings specifying unit 1005 may specify the number of times the ringing tone is sent based on the length of the first ringing tone signal received from the called-side exchange 104. That is, the number-of-sendings specifying unit 1005 specifies the number of times the ringing tone is sent based on the time from the start of reception of the first ringing tone signal to the end counted by the ringing tone sending unit 1002. May be.

  The customer request determination unit 1006 determines a request from the card user by referring to a table set in advance by the card user based on the number of times the ringing tone is specified by the transmission number specifying unit 1005. Specifically, the customer request determination unit 1006 refers to the card user identification table 900 and acquires card identification information corresponding to the caller telephone number.

  Next, the customer request determination unit 1006 refers to the request determination table 700 and acquires a table number associated with the acquired card identification information. Then, the customer request determination unit 1006 refers to the request specification table 800 and associates it with the number of times the ringing tone is specified by the transmission number specification unit 1005 in the request specification table 800 associated with the acquired table number. The card user's request is determined by acquiring the given menu item.

  Specifically, for example, when there is a call with the number of ringing sounds of “1” from the telephone number “03-1234-5678” of the caller, a card “4538 9812 3456 7890” from the card user identification table 900 Get identification information. Next, “table number: 1” that is a table number corresponding to the card identification information “4538 9812 3456 7890” is acquired from the request determination table 700. Then, the menu item “charge check” corresponding to the number of ringing sounds “1” is acquired from the request identification table 800 of “table number: 1”. In this case, it can be determined that “charge confirmation” is a request of the card user.

  Further, the customer request determination unit 1006 may vary the menu items to be acquired based on the contents and the number of card user requests received within a predetermined period. Specifically, for example, if a request for “charge confirmation” is received a plurality of times during the same day or two to three days, the first request is “just before the month including the date and time when the call is received. “Monthly usage amount” is determined to be a card user request, and for the second request, “Monthly usage amount including date and time of call” is determined to be a card user request. Also good.

  In this case, it is well known in advance that "if the same request is made a plurality of times within a predetermined period, the information transmitted in response to the request differs each time the request is repeated". As a result, it is possible to operate the card user without causing great confusion. In addition, whether or not to perform an operation assuming such a case “when the same request is made a plurality of times within a predetermined period” may be selected in advance for each card user. Thereby, it is possible to accurately transmit information requested by the card user while suppressing an excessive increase in the number of menu items in the request identification table 800.

  The reply information creation unit 1007 creates reply information to be returned to the card user based on the card user request determined by the customer request determination unit 1006. Specifically, for example, in the case of the above example, since “charge confirmation” is a request from the card user, the reply information creation unit 1007 refers to the usage details information management database 600 and the card identification information “00000000”. From the information about the usage history of the card associated with, information that can identify the “usage amount for the current month”, which is information about the fee, is acquired.

  The “use amount for the current month” may be the use amount for one month immediately before the month including the date and time when the call is received, or may be the use amount for the month including the date and time when the call is received. In addition, the monthly usage amount including the date and time when the call is received is “current usage amount”, and the usage amount for the month immediately before the month including the date and time when the call is received is “current billing amount”. Separate menu items may be set. In this case, which usage amount is to be acquired can be set in advance by the card user by setting menu items in the request identification table 800.

  In the above example, the reply information creation unit 1007 may acquire, for example, “use amount for each card payment” and “use amount for the latest card payment” as information related to the fee. Also in this case, the card user can set in advance which usage amount is to be acquired by setting menu items in the request specification table 800 or the like.

  Then, the reply information creation unit 1007 creates a message that guides the acquired “use amount for the current month” as reply information to be returned to the card user. The reply information is created, for example, by adding the acquired “amount of use for the current month” to a predetermined position in a standard sentence created in advance. The fixed sentence may be provided for each menu item or may be a uniform word. By creating reply information using a fixed phrase, it is possible to reduce the burden on the call center support apparatus 105 for creating reply information.

  Further, when determining the request of the card user, the reply information creating unit 1007 may obtain the name of the card user from the card user identification table 900 and create reply information including the obtained name. As a result, the card user can easily determine who the reply information is addressed to. By creating reply information that includes the card user's name, the card user who received the reply information knows which card user the reply information is, especially when there is a card user other than the primary member. Easy to guide.

  The reply information creating unit 1007 creates reply information using SMS (Short Message Service). SMS is a method of transmitting an e-mail from a predetermined mail server to a terminal device to be transmitted, and can transmit an e-mail on condition that the terminal device to be transmitted is turned on. It becomes possible. Since SMS has high security, confidentiality of transmitted information can be ensured by transmitting information using SMS. Since SMS is a known technique, description thereof is omitted.

  The reply information transmitting unit 1008 transmits the reply information created by the reply information creating unit 1007 to the telephone number of the card user's telephone. Specifically, the reply information transmitting unit 1008 uses, for example, the reply information in the SMS format created by the reply information creating unit 1007 based on the telephone number of the caller, and the telephone number of the caller card user's telephone as the destination. Send.

  The reply information transmission unit 1008 is not limited to SMS, and may transmit a normal electronic mail. In this case, it is preferable that the reply information is transmitted to the e-mail, and the e-mail address to be transmitted is set by the card user in advance.

(Processing procedure of call center support device 105)
(Calling response processing procedure)
Next, a processing procedure of the call center support apparatus 105 according to the first embodiment of the present invention will be described. FIG. 11 is a flowchart showing a call response process procedure among the process steps performed by the call center support apparatus 105 according to the first embodiment of the present invention.

  In FIG. 11, first, it is determined whether or not there is a call from the client telephone 101 (step S1101). If there is no call from the client telephone 101 (step S1101: No), the process waits until there is a call from the client telephone 101. If there is a call from the client telephone 101 (step S1101: Yes), the telephone number of the client telephone 101 that is the call source is acquired (step S1102).

  In step S1102, the acquired telephone number is stored in a predetermined memory. This predetermined memory can be provided in various memories provided in the call center support apparatus 105. The predetermined memory is preferably a storage medium provided with a power supply and backed up by the power supply so that the stored contents can be stored without being erased during a series of call response processing.

  Specifically, in this embodiment, the predetermined memory used when executing the call response process can be provided in a storage area such as the ROM 202 or the RAM 203, for example. The predetermined memory can be provided with a dedicated storage area for each processing content in each step. Alternatively, the same storage area may be used as the predetermined memory regardless of the processing content.

  Next, ringing tone transmission processing is performed based on the telephone number of the client telephone 101 acquired in step S1102 (step S1103). By the ringing tone transmission process in step S1103, the second ringing tone is transmitted to the client telephone 101 that is the calling source, and the client telephone 101 outputs the ringing tone.

  When the ring tone is output from the client telephone 101, the card user who is the operator of the client telephone 101 can be notified of the number of times the ring tone is transmitted. The ring tone sending process in step S1103 will be described later (see FIGS. 12-1 and 12-2).

  Next, transmission number specifying processing is performed (step S1104). By performing the number-of-sendings specifying process in step S1104, the number of times the ringing tone is sent according to the call from the client telephone 101 can be specified. The transmission number specifying process in step S1104 will be described later (see FIG. 13).

  Next, a customer request determination process is performed (step S1105), a card user request is specified, a reply information creation process is performed based on the identified request (step S1106), and reply information is created. The customer request determination process in step S1105 and the reply information creation process in step S1106 will be described later (see FIGS. 14 and 15).

  Then, reply information transmission processing is performed (step S1107), and the reply information created in step S1106 is transmitted to the caller client telephone 101 by SMS (step S1108), and the series of processing ends. The reply information transmission process will be described later (see FIG. 16).

(Ringing tone transmission process (part 1))
Next, the ringing tone transmission process performed in step S1103 in the above-described processing procedure will be described. FIG. 12A is a flowchart of the processing procedure of the ringing tone transmission process among the processing procedures performed by the call center support apparatus 105 according to the first embodiment of the present invention.

  In FIG. 12A, first, a counter that counts the number of times of ringing is reset (step S1211), and it is determined whether a pulse included in the first ringing tone is detected (step S1212). When the pulse included in the first ringing tone is not detected (step S1212: No), the process proceeds to step S1214. When a pulse included in the first ringing tone is detected (step S1212: Yes), the count value in the counter that counts the number of times the ringing tone is sent is incremented by 1 (step S1213), and the process proceeds to step S1214.

  In step S1214, it is determined whether or not disconnection of a call to call center support apparatus 105 is detected (step S1214). If disconnection of a call to the call center support device 105 is not detected (step S1214: No), the process returns to step S1212 to determine whether a pulse included in the first ringing tone signal has been detected.

  In step S1214, when disconnection of the call to the call center support device 105 is detected (step S1214: Yes), the count value in the counter that counts the number of ringing sounds is stored in a predetermined memory (step S1215). The count value is output to the work area used in the call response process (step S1216). As a result, in the call response process, it is possible to execute the transmission number specifying process which is the next step of the ringing sound transmission process.

  Thereafter, the count value stored in the predetermined memory in step S1215 and erased from the counter that counts the number of times the ringing tone has been sent is deleted from the predetermined memory (step S1217), and the series of processing ends. In step S1217, in the call response processing, the count value in the counter that counts the number of times of ringing is erased from the predetermined memory when the number-of-sendings specifying process that is the next step of the ringing tone sending process is started. May be.

  As a result, it is possible to prevent the number of ringing sounds from being volatilized due to a data transfer error or the like, and to reliably execute the call response process. In the call center support apparatus 105, instead of the ringing tone sending process shown in FIG. 12A, the following ringing tone sending process may be performed (FIG. 12-2).

(Ringing process (part 2))
FIG. 12-2 is a flowchart of the processing procedure of the ringing tone transmission process among the processing procedures performed by the call center support apparatus 105 according to the first embodiment of the present invention. 12-2, first, a counter that counts the number of ringing sounds is reset (step S1221), and a timer that counts (counts) the calling time is reset (step S1222), and the calling time is counted. Time counting by the timer (time counting) is started (step S1223).

  The order of execution of the process of step S1211 and the process of step S1222 may be reversed. That is, after resetting the timer that counts (timekeeping) the calling time, the counter that counts the number of times the ringing sound is sent may be reset. Further, the process of step S1211 and the process of step S1222 may be executed simultaneously.

  Next, based on the count value in the timer that counts (timekeeping) the calling time that was reset in step S1222, that is, the elapsed time since the time measurement was started in step S1223, the predetermined time after the time measurement started in step S1223. It is determined whether time has elapsed (step S1224).

  In step S1224, specifically, for example, it is determined whether or not 3 seconds have elapsed since the call was started. 3 seconds corresponds to the time of one cycle in the first ringing tone signal and the second ringing tone signal in which “sound for one second and pause for two seconds” is one cycle. If the predetermined time has not elapsed since the start of timing in step S1223 (step S1224: No), the process proceeds to step S1227.

  In step S1224, when a predetermined time has elapsed since the start of time measurement in step S1223 (step S1224: Yes), the count value in the counter that counts the number of ringing sounds that were reset in step S1221 is incremented by 1 (step S1224). S1225). In step S1224, when 3 seconds have elapsed since the call was started, the second ringing tone signal has been transmitted to the client telephone 101 for one cycle, that is, the ringing tone is 1 at the client telephone 101. Judging whether it rang once.

  Next, the count value in the timer that starts the time counting in step S1223 and counts (calls) the calling time is reset (step S1226), and the process proceeds to step S1227. In step S1227, it is determined whether or not disconnection of a call to call center support apparatus 105 has been detected (step S1227). If disconnection of the call to the call center support apparatus 105 is not detected (step S1227: No), the process returns to step S1224, and it is determined whether or not a predetermined time has elapsed since the start of timing in step S1223.

  When disconnection of a call to the call center support apparatus 105 is detected in step S1227 (step S1227: Yes), the count value in the counter that counts the number of ringing sounds is stored in a predetermined memory (step S1228). The count value is output to the work area used in the call response process (step S1229). As a result, in the call response process, it is possible to execute the transmission number specifying process which is the next step of the ringing sound transmission process.

  Thereafter, the count value stored in the predetermined memory in step S1228 and erased from the counter that counts the number of times the ringing tone has been sent is deleted from the predetermined memory (step S1230), and the series of processing ends. In step S1230, in the call response processing, the count value in the counter that counts the number of times of ringing is erased from the predetermined memory when the number-of-sendings specifying process that is the next step of the ringing tone sending process is started. May be.

(Processing procedure for sending count identification process)
Next, the transmission number specifying process performed in step S1104 in the above-described processing procedure will be described. FIG. 13 is a flowchart showing the processing procedure of the transmission number specifying process among the processing procedures performed by the call center support apparatus 105 according to the first embodiment of the present invention.

  In FIG. 13, first, the count value output in step S1216 (or step S1229) of the ringing tone transmission process described above is acquired (step S1301). Then, transmission number information is created using the acquired count value as the number of ringing sound transmissions (step S1302).

  Next, the created transmission count information is stored in a predetermined memory (step S1303), and the transmission count information is output to the work area used in the call response process (step S1304). Thereby, in the call response process, the customer request determination process which is the next step of the transmission number specifying process can be executed.

  Thereafter, the transmission count information stored in the predetermined memory in step S1303 is erased from the predetermined memory (step S1305), and the series of processing ends. In step S1305, the transmission request information created in step S1302 may be deleted from the predetermined memory when the customer request determination process, which is the next step in the transmission response specifying process, is started in the call response process. .

(Customer request judgment processing procedure)
Next, the customer request determination process performed in step S1105 in the above-described processing procedure will be described. FIG. 14 is a flowchart showing the processing procedure of the customer request determination process among the processing procedures performed by the call center support apparatus 105 according to the first embodiment of the present invention.

  In FIG. 14, first, the card user identification table 900 is referred to, and the card identification information corresponding to the caller telephone number acquired in step S1102 of the above-described call response processing is acquired (step S1401). The card identification information acquired in step S1401 is stored in a predetermined memory.

  Next, referring to the request determination table 700, the table number associated with the card identification information acquired in step S1401 is acquired (step S1402). By acquiring the table number, the request specifying table 800 associated with the card identification information can be specified.

  Next, by referring to the request specifying table 800 specified by the table number acquired in step S1402, by executing the transmission number specifying process in the request specifying table 800 associated with the table number acquired in step S1402. The menu item associated with the specified number of transmissions is acquired (step S1403).

  Then, the menu item acquired in step S1403 is stored in a predetermined memory (step S1404), and the menu item is output to the work area used in the call response process (step S1405). Thereby, in the call response process, the reply information creation process which is the next step of the customer request determination process can be executed.

  Thereafter, the menu item stored in the predetermined memory in step S1404 is erased from the predetermined memory (step S1406), and the series of processing ends. In step S1406, the menu item acquired in step S1403 may be deleted from the predetermined memory when the reply information creation process, which is the next step of the customer request determination process, is started in the call response process. .

(Reply information creation process)
Next, the reply information creation process performed in step S1106 in the above-described processing procedure will be described. FIG. 15 is a flowchart showing the processing procedure of the reply information creation process among the processing procedures performed by the call center support apparatus 105 according to the first embodiment of the present invention.

  In FIG. 15, first, the menu item output in step S1405 of the above-described customer request determination process is acquired (step S1501), and the user database 500 is referred to and associated with the telephone number acquired in step S1102. The obtained card identification information is acquired (step S1502).

  The processing order of step S1501 and step S1502 may be reversed. That is, the menu item may be acquired after acquiring the card identification information associated with the telephone number acquired in step S1102. Further, the process of step S1501 and the process of step S1502 may be executed simultaneously or in parallel.

  Next, referring to the user database 500 and the usage details information management database 600, the card management information associated with the card identification information acquired in step S1502 and the use of the card associated with the card information. Information (customer information) corresponding to the menu item acquired in step S1501 is acquired from information related to the history (step S1503).

  Then, reply information is created based on the customer information acquired in step S1503 (step S1504), and the created reply information is stored in a predetermined memory (step S1505). In step S1504, for example, reply information using SMS is created.

  In step S1504, reply information in a normal e-mail format may be created in response to the received card user request, for example. Specifically, in step S1504, for example, when the amount of information to be transmitted in response to the card user's request is larger than the amount of information that can be transmitted using SMS, reply information in a normal e-mail format is created. . In this case, in step S1504, the user database 500 is referred to and information (e-mail address) related to the transmission destination of the reply information is acquired.

  If the amount of information to be transmitted in response to the card user's request is larger than the amount of information that can be transmitted using SMS, and there is no e-mail address setting in the user database 500, reply information is displayed. You may create a document that contains it. In this case, the created document may be output to a recording medium such as paper and delivered to the card user by mail.

  Further, the created reply information is output to the work area used in the call response process (step S1506). Thereby, in the call response process, the reply information transmission process which is the next step of the reply information creation process can be executed.

  Thereafter, the reply information stored in the predetermined memory in step S1505 is erased from the predetermined memory (step S1507), and the series of processing ends. In step S1507, the reply information may be deleted from a predetermined memory when the reply information transmission process, which is the next step of the reply information creation process, is started in the call response process.

(Reply information transmission processing procedure)
Next, the reply information transmission process performed in step S1107 in the above-described processing procedure will be described. FIG. 16 is a flowchart showing a reply information transmission process procedure among the process steps performed by the call center support apparatus 105 according to the first embodiment of the present invention.

  In FIG. 16, first, the reply information output in step S1506 of the reply information creation process described above is obtained (step S1601), and the destination information of the reply information is obtained (step S1602). In step S1602, the telephone number of the client telephone 101 serving as the calling source acquired in step S1102 of the above-described call response processing and stored in a predetermined memory is acquired as transmission destination information.

  Next, a mail document is created based on the reply information acquired in step S1601 and the transmission destination information acquired in step S1602 (step S1603). In step S1603, the mail text is created by inserting the transmission destination information acquired in step S1602 into a predetermined position in the standard text generated in advance. Then, a mail document is created by setting the telephone number that is the destination information acquired in step S1602 as the destination of the mail text in the created mail text.

  The created mail document is stored in a predetermined memory (step S1604). Further, the created mail document is output to the work area used in the call response process (step S1605). Thereby, in the call response process, the reply information transmission process which is the next step of the reply information creation process can be executed.

  Thereafter, the mail document stored in the predetermined memory in step S1604 is erased from the predetermined memory (step S1606), and the series of processes is terminated. In step S1606, the mail document may be deleted from a predetermined memory when the transmission of the mail document is completed in the call response process.

(Display screen example (1))
FIGS. 17A and 17B are explanatory diagrams illustrating display screen examples on the client telephone 101. In FIG. 17A, when the client telephone 101 receives the reply information transmitted by the call center support apparatus 105, the client telephone 101 displays reply information display screens 1710 and 1720 on the displays 304 and 404 in the client telephone 101.

  The reply information display screens 1710 and 1720 display information indicating the name of the card user as the destination, the date and time when the call was received, the received menu item, and the like. Accordingly, it is possible to inform the card user that the card user's request has been accepted at the call center. By using SMS, it is possible to promptly notify the card user that the card user's request has been accepted at the call center.

  The reply information display screen 1710 is displayed on the displays 304 and 404 based on the reply information transmitted when the received menu item is “charge confirmation”. The reply information display screen 1710 displays information corresponding to the received menu item, such as “Notchhod Kakuninshooriokurishima (we will send a confirmation document later)”, as an SMS message to the card user. Displays a message to inform you that it will be delivered separately.

  The reply information display screen 1720 is displayed on the displays 304 and 404 based on the reply information transmitted when the received menu item is “theft / lost”. The reply information display screen 1720 displays a message for instructing that a response according to the request of the card user is executed in the call center 110, for example, “The card usage will be suspended from today”.

  There is a limit to the amount of information that can be transmitted by SMS, for example, the maximum is about 70 single-byte characters. For this reason, depending on the received menu item, there may be a case where all of the information acquired by receiving the menu item cannot be transmitted by one SMS mail.

  On the other hand, the call center support apparatus 105 according to the first embodiment replaces the information acquired by receiving the menu item with a message guiding the card user's request received at the call center, Even when there is a limit to the amount of information that can be sent to use SMS by sending a message that guides the actions taken according to the request, SMS with a quick response and high security can be used. You can take advantage of the benefits.

  As described above, the call center support apparatus 105 according to the first embodiment of the present invention is intermittently connected to the telephone that is the originator of the call based on the call from the client telephone 101 that is the card user's telephone. A ringing tone sending unit 1002 that sends out a ringing tone, a telephone number obtaining unit 1003 that obtains the telephone number of the telephone that is the originator of the call, and a disconnection that detects that the call from the client phone 101 is disconnected Based on the detection unit 1004, the transmission number specifying unit 1005 for specifying the number of times the ringing sound is transmitted when the disconnection detection unit 1004 detects disconnection of the call, and the number of transmissions specified by the transmission number specifying unit 1005, A customer request determination unit 1006 that refers to a table set in advance by a card user and determines a request of the card user; It is characterized in that was example.

  According to the call center support device 105 of the first embodiment of the present invention, the card user who uses the call center 110 is not required to perform complicated operations, and the request of the card user is not required to go through the operator. 110 side. As a result, the card user can transmit his / her request to the call center 110 by a simple operation.

  Further, according to the call center support device 105 of the first embodiment of the present invention, the card user's request can be transmitted to the call center 110 by a simple operation, so that the card user needs to make an inquiry to the call center 110. Inquiries can be made immediately. As a result, for example, when a credit card is stolen or lost, the use of the credit card can be stopped, and a response in response to the card user's request can be quickly executed.

  Further, according to the call center support device 105 of the first embodiment of the present invention, the card user can easily and quickly communicate his / her request, so that the card user's stress due to the fact that the call to the call center 110 is not connected. Can be improved, and the satisfaction with the card company can be improved.

  Further, according to the call center support apparatus 105 of the first embodiment of the present invention, the call center 110, for example, has received a larger amount of requests from card users that have been missed because the telephone line has been blocked in the past. Can be accepted. As a result, it is possible to meet the demands of more card users than in the past, so that the satisfaction with the card company can be improved.

  Further, according to the call center support device 105 of the first embodiment of the present invention, a call is made on the client telephone 101 side before the line connection for charging is established between the client telephone 101 and the center telephone 102. By stopping the service, the card user is not charged for the call. Thereby, the burden on the card user can be suppressed and the satisfaction with the card company can be improved.

  Moreover, according to the call center support apparatus 105 of Embodiment 1 concerning this invention, the number of correspondence by the operator in the call center 110 can be reduced. As a result, the number of operators can be reduced. As a result, costs such as labor costs and equipment costs can be reduced, and the satisfaction of the card company can be improved. In addition, since the reduced costs such as labor costs and equipment costs can be transferred to new capital investments and services, it is possible to respond more appropriately and reliably to the card user's demands. Satisfaction can be improved.

  Further, the call center support apparatus 105 according to the first embodiment of the present invention creates reply information that creates reply information to be sent back to the card user based on the card user's request determined by the customer request determination unit 1006. And a reply information transmitting unit 1008 for transmitting the reply information created by the reply information creating unit 1007 to the telephone number of the client telephone 101.

  According to the call center support device 105 of the first embodiment of the present invention, information desired by the card user can be provided without causing the card user using the call center 110 to perform complicated operations. As a result, the satisfaction of the card user with respect to the card company can be improved.

  Further, according to the call center support apparatus 105 of the first embodiment of the present invention, even if a card user who is difficult to answer a call by sending reply information as a mail document, the card user desires the card user. Can convey information to be performed quickly and reliably. As a result, the satisfaction of the card user with respect to the card company can be improved.

  Further, the call center support apparatus 105 according to the first embodiment of the present invention is characterized in that the reply information creation unit 1007 creates information using SMS. According to the call center support device 105 of the first embodiment of the present invention, by using SMS with high security, it is possible to ensure high confidentiality with respect to information included in reply information, and to reassure the card user. be able to. As a result, the satisfaction of the card user with respect to the card company can be improved.

  In the first embodiment described above, the reply information is created based only on the number of times the ring tone is sent (sending time) without connecting the call from the caller (set to the call state). You may be charged by calling when communicating a request. Specifically, for example, in the case of a card user with a family card setting, after a connection is established with the call center support device 105, a credit card number or a telephone number owned by the card user requesting reply information is input. For example, the telephone user may be disconnected after the card user is specified.

  In this case, the call center support device 105 determines that the card user corresponding to the caller telephone number has entered the credit card number or the phone call based on the caller telephone number and the input credit card number or phone number. It is determined whether or not the card user corresponding to the number is a payer. If the card user corresponding to the caller's telephone number is a payer of the credit card number or the usage amount of the card user corresponding to the telephone number, the phone entered to the caller's phone Reply information corresponding to the request for the card user corresponding to the number is transmitted. Thereby, the payment amount of each card user can be guided to the payer of a plurality of cards.

  Further, in this case, even when billing occurs, the card company may pay the billing amount according to the contents of the inquiry. That is, in the call center support device 105, the card user can be specified by the telephone number of the client terminal as the caller, and the call time from when the line is connected to when the line is disconnected can be specified. In the case of the contents, the amount charged by the card user can be refunded when the card usage amount is debited at a later date.

  In the above-described call center support system 100 according to the first embodiment, an example in which the call center support device 105 is realized by a computer device such as a personal computer owned by the card company in which the call center 110 is installed has been described. Is not limited to a computer device such as a personal computer owned by a card company. Specifically, the call center support device 105 may be a computer device such as a personal computer owned by a management company (administrator) that manages a device that realizes the same function as a subscriber exchange or a private branch exchange.

  In the above-described call center support system 100 according to the first embodiment, an example in which the call center support device 105 is realized by a computer device such as a personal computer has been described. However, the present invention is not limited to this. Specifically, the call center support device 105 may be realized by a private branch exchange (PBX) instead of a computer device such as a personal computer.

  The private branch exchange includes a communication path unit that controls communication and a control unit that controls the communication path unit. The private branch exchange can be realized by an analog exchange that includes a communication path unit that controls communication using an analog system and simply connects a communication line and a partner line. The private branch exchange may be realized by a digital exchange (digital PBX) that controls digital communication and performs digital control in the communication path unit and the control unit. The digital exchange multiplexes various signals related to a telephone by a PCM (Pulse Code Modulation Pulse Code Modulation) system, and sends the multiplexed signal to a digital transmission line.

  When the call center support apparatus 105 is realized by a private branch exchange, the private branch exchange that realizes the call center support apparatus 105 is not limited to one owned, operated, or managed by a card company. If a private branch exchange is not installed in the call center 110 but a service that realizes a private branch exchange by using a subscriber exchange (incoming side exchange 104) installed in the telephone station accommodating the center telephone 102 in the call center 110 is used. The call center support device 105 may be realized by a private branch exchange realized by a subscriber exchange (incoming side exchange 104). Since various functions realized by the private branch exchange are well-known techniques, description thereof is omitted.

(Embodiment 2)
Next, a call center support apparatus according to a second embodiment of the present invention will be described. In the second embodiment, the same parts as those in the first embodiment are denoted by the same reference numerals, and the description thereof is omitted.

  FIG. 18 is an explanatory diagram showing the call center support apparatus according to the second embodiment of the present invention. 18, the call center support apparatus 1801 according to the second embodiment of the present invention is used in place of the call center support apparatus 105 in the call center support system 100 according to the first embodiment described above.

  The call center support apparatus 1801 in the call center support system 100 according to the second embodiment includes a sound source database (not shown). The sound source database stores ringing tone data that changes over time. When the ringing tone data is output via the client telephone 101, the ringing tone output from the client telephone 101 is changed every time a unit time such as 5 seconds elapses.

  Specifically, when the ringing tone data is output via the client telephone 101, for example, for 5 seconds from the start of the call, the sound of a bird call such as “piyopiyo ...” is output for the next 5 seconds. Then, the sound of a bell such as “Rin Rin ...” is output, and the sound of a dog's cry such as “One One ...” is output for the next 5 seconds. When the unit time elapses), the client telephone set 101 outputs a sound clearly different from the previous sound.

  Specifically, when the ringing tone data is output via the client telephone 101, for example, a sound such as “pipip ...” is output for 5 seconds from the start of the call, and “ Every time the unit time elapses from the start of the call, the sound such as “beep beep ...” is output and the sound such as “beep beep ...” is output for the next 5 seconds. Sounds with different output patterns may be output from the client telephone 101.

  Specifically, when the ring tone data is output via the client telephone 101, for example, for 5 seconds from the start of the call, for example, "If you want to check the price, please hang up." A sound is output for the next 5 seconds, such as “Please hang up the phone if your credit card has been stolen or lost.” When the unit time elapses from the start of the call, a guidance sound that can directly guide the menu items to be accepted is output to the client telephone 101. It may be output at.

  Further, the ringing tone data may be data that outputs a non-intermittent (continuous) ringing tone such as music (music) via the client telephone 101. In addition, the ringing tone data is for example 15 seconds, and after a predetermined time has elapsed, the client phone displays guidance voices such as “I will connect you to the operator” and “I will connect you to the operator. It may be output at 101.

  In the call center support system 100, when the call center support device 1801 receives a connection request signal transmitted from the called-side exchange 104, the call center support device 1801 can receive a call to the called-side exchange 104. A response signal indicating the presence and ringing tone data are output.

  Upon receiving the response signal and ringing tone data output from the call center support device 1801, the called side exchange 104 sends a first ringing tone signal to the call center support device 1801 and calls the calling side switch 103. Send sound data. The ringing tone data is transmitted together with the second ringing tone signal. Alternatively, the ringing tone data may be transmitted instead of the second ringing tone signal.

  When receiving the ring tone data, the originating side exchange 103 sends the received ring tone data to the client telephone 101. As a result, the client telephone 101 outputs a ringing tone based on the ringing tone data via the speakers 307 and 407. That is, in the client telephone 101, for example, the sound of a bird cry such as “piyopiyo ...” is output for 5 seconds from the start of the call, and a bell sound such as “ringin ...” is output for the next 5 seconds. In the next 5 seconds, a dog cry such as “One One ...” is output.

(Request specific table)
The call center support apparatus 1801 in the call center support system 100 according to the second embodiment includes a request specifying table. FIG. 19 is an explanatory diagram of an example of the request identification table. In FIG. 19, a plurality of patterns are set for each request number in the request specification table 1900 provided in the call center support apparatus 1801 in the call center support system 100 of the second embodiment. In each voice guidance table, the length of the ringing time and the menu item specified by the length of the ringing time among the menu items that can be handled in the call center 110 are stored in association with each other.

  Specifically, for example, in the request specification table 1900 identified by “table number: 1”, a menu item “charge check” is associated with “calling time 0 to 5 seconds”, and “calling time 5 The menu item “Theft / Loss” is associated with “10 seconds”, and the menu item “Change registered contents” is associated with “Calling time 10-15 seconds”. The menu item “change registered contents” is selected, for example, when it is desired to change an address or a telephone number.

  The time that is the boundary for distinguishing the ringing time should be set as “0 second to less than 5 seconds”, “5 seconds to less than 10 seconds”, “10 seconds to less than 15 seconds”, etc. Can do. Or, the time that becomes the boundary of the distinction of the calling time is set as “5 seconds or less”, “longer than 5 seconds and 10 seconds or shorter”, “longer than 10 seconds and 15 seconds or shorter”, etc. May be.

(Functional configuration of call center support device 1801)
Next, a functional configuration of the call center support apparatus 1801 according to the first embodiment of the present invention will be described. FIG. 20 is an explanatory diagram showing a functional configuration of the call center support apparatus 1801 according to the second embodiment of the present invention.

  20, the call center support apparatus 1801 according to the second embodiment of the present invention includes a call detection unit 1001, a ringing tone transmission unit 2001, a telephone number acquisition unit 1003, a disconnection detection unit 1004, and a transmission time specifying unit. 2002, a customer request determination unit 2003, a reply information creation unit 1007, and a reply information transmission unit 1008. In the second embodiment, a call detection unit 1001, a ringing tone transmission unit 2001, a telephone number acquisition unit 1003, a disconnection detection unit 1004, a transmission time specification unit 2002, a customer request determination unit 2003, a reply information creation unit 1007, and reply information The transmission unit 1008 can be realized by each unit included in a computer device that implements the call center support device 1801.

  The ringing tone sending unit 2001 starts a call at the client telephone 101 that is the call originator (the receiving side exchange 104 starts sending the second ringing tone signal), and then the call ends ( The time until the client telephone 101 enters the on-hook state, that is, the transmission time of the ringing tone is counted. The ringing tone sending unit 2001 counts the ringing tone sending time using, for example, a timer that counts (clocks) the calling time.

  A time from when a call is started at the client telephone 101 (the receiving side exchange 104 starts sending the second ringing tone signal) to when the call ends (the client telephone 101 enters an on-hook state); The time during which the receiving side exchange 104 sends the first ringing tone signal to the call center support device 1801 is substantially equal.

  For this reason, the transmission time specifying unit 2002 can specify the length of the second ringing tone signal sent to the client telephone 101 based on the elapsed time after receiving the first ringing tone signal. . In the call center support system 100, when the ringing tone data is sent from the terminating exchange 104 in place of the second ringing tone signal, the sending time specifying unit 2002 sends the ringing tone data sent to the client telephone 101. Will be specified.

  Specifically, the ringing tone sending unit 2001 starts the sending of the second ringing tone (or ringing tone data) from the receiving side exchange 104 to the client telephone 101, that is, in the call center support device 1801, When the reception of the ringing tone signal is started, the timer that counts (counts) the calling time is reset, and the timer starts counting the elapsed time after receiving the first ringing tone signal.

  More specifically, the ringing tone sending unit 2001, for example, when the sending of the second ringing tone to the client telephone 101 is started from the receiving side exchange 104, that is, in the call center support device 1801, When the reception of the sound signal is started, the timer for counting (clocking) is reset. Next, in a timer that counts (counts) the call time that has been reset, the elapsed time from the start of reception of the first ringing tone signal is counted (timed). Then, the elapsed time counted until the call is disconnected is counted as a transmission time.

  The transmission time specifying unit 2002 specifies the transmission time of the ringing tone when the disconnection detection unit 1004 detects the disconnection of the call. Specifically, the sending time specifying unit 2002 sends the length of the second ringing tone signal sent to the client telephone 101 based on the count value in the timer that counts (calls) the calling time. Specify as time.

  The customer request determination unit 2003 determines a request from the card user by referring to a table set in advance by the card user based on the ringing sound transmission time specified by the transmission time specifying unit 2002. The card user request identification method based on the ringing tone transmission time can be realized in the same manner as the card user request identification method based on the ringing tone transmission frequency.

(Processing procedure of call center support device 1801)
(Calling response processing procedure)
Next, the processing procedure of the call center support apparatus 1801 according to the second embodiment of the present invention will be described. FIG. 21 is a flowchart showing call response processing in the processing procedure performed by the call center support apparatus 1801 according to the second embodiment of the present invention.

  In FIG. 21, first, it is determined whether or not there is a call from the client telephone 101 (step S2101). If there is no call from the client telephone 101 (step S2101: No), the process waits until there is a call from the client telephone 101. If there is a call from the client telephone 101 (step S2101: Yes), the telephone number of the client telephone 101 that is the call source is acquired (step S2102). In step S2102, the acquired telephone number is stored in a predetermined memory.

  Next, a ringing tone transmission process is performed based on the telephone number of the client telephone 101 acquired in step S2102 (step S2103). Through the ringing tone transmission processing in step S2103, the second ringing tone is transmitted to the client telephone 101 that is the caller, and the client telephone 101 outputs the ringing tone. The ringing tone transmission process in step S2103 will be described later (see FIG. 22).

  Next, a transmission time specifying process is performed (step S2104). By performing the sending time specifying process in step S2104, the calling time from the client telephone 101 can be specified. The sending time specifying process in step S2104 will be described later (see FIG. 23).

  Next, a customer request determination process is performed (step S2105), a card user request is identified (see FIG. 24), and a reply information creation process is performed based on the identified request (step S2106). Create Thereafter, a reply information transmission process is performed (step S2107), the reply information created in step S2106 is transmitted to the client telephone 101 of the caller, and the series of processes ends.

(Processing procedure of ringing tone transmission processing)
Next, the ringing tone transmission process performed in step S2103 in the above-described processing procedure will be described. FIG. 22 is a flowchart showing the processing procedure of the ringing tone transmission process among the processing procedures performed by the call center support apparatus 1801 according to the second embodiment of the present invention.

  In FIG. 22, first, a timer for counting (clocking) the calling time is reset (step S2201), and counting of the calling time (timekeeping) in the timer is started. Then, it is determined whether or not disconnection of a call to the call center support device 1801 is detected (step S2203). If disconnection of the call to the call center support device 1801 is not detected (step S2203: No), the call waiting is continued and the call time is counted (timed) in the timer that counts the time (timed). Do it.

  In step S2203, when disconnection of a call to the call center support device 1801 is detected (step S2203: Yes), a count value (elapsed time) of a call time in a timer for counting (clocking) the call time is stored in a predetermined memory. (Step S2204), and the count value is output to the work area used in the call response process (step S2205). Thereby, in the call response process, the transmission time specifying process which is the next step of the ringing tone transmission process can be executed.

  Thereafter, the count value (elapsed time) in the timer that counts (clocks) the call time stored in the predetermined memory in step S2204 is erased from the predetermined memory (step S2206), and the series of processes is terminated. . In step S2206, a count value (elapsed time) in a timer that counts (counts) the call time is calculated when the transmission time specifying process, which is the next step of the ringing sound transmission process, is started in the call response process. It may be erased from a predetermined memory. Thereby, it is possible to prevent the counted elapsed time from volatilizing due to a data transfer error or the like, and to reliably execute the call response process.

(Processing procedure for sending time identification process)
Next, the transmission time specifying process performed in step S2104 in the above-described processing procedure will be described. FIG. 23 is a flowchart showing the processing procedure of the transmission time specifying process among the processing procedures performed by the call center support apparatus 1801 according to the second embodiment of the present invention.

  In FIG. 23, first, the count value output in step S2205 of the ringing tone transmission process described above is acquired (step S2301). Then, transmission time information is created using the acquired count value as the ringing sound transmission time (step S2302).

  Next, the created transmission time information is stored in a predetermined memory (step S2303), and the transmission time information is output to the work area used in the call response process (step S2304). Thereby, in the call response process, the customer request determination process which is the next step of the transmission time specifying process can be executed.

  Thereafter, the transmission time information stored in the predetermined memory in step S2303 is erased from the predetermined memory (step S2305), and the series of processing ends. In step S2305, the transmission time information created in step S2302 may be deleted from the predetermined memory when the customer request determination process that is the next step of the transmission time specifying process is started in the call response process. .

(Customer request judgment processing procedure)
Next, the customer request determination process performed in step S2105 in the above-described processing procedure will be described. FIG. 24 is a flowchart showing the processing procedure of the customer request determination process among the processing procedures performed by the call center support apparatus 1801 according to the second embodiment of the present invention.

  In FIG. 24, first, the card user identification table 900 is referred to, and card identification information corresponding to the caller telephone number acquired in step S2102 of the above-described call response processing is acquired (step S2401). The card identification information acquired in step S2401 is stored in a predetermined memory.

  Next, referring to the request determination table 700, a table number associated with the card identification information acquired in step S2401 is acquired (step S2402). By acquiring the table number, the request specifying table 1900 associated with the card identification information can be specified.

  Next, by referring to the request specifying table 1900 specified by the table number acquired in step S2402, by executing the transmission time specifying process in the request specifying table 1900 associated with the table number acquired in step S2402. The menu item associated with the output time specified is acquired (step S2403).

  Then, the menu item acquired in step S2403 is stored in a predetermined memory (step S2404), and the menu item is output to the work area used in the call response process (step S2405). Thereby, in the call response process, the reply information creation process which is the next step of the customer request determination process can be executed.

  Thereafter, the menu item stored in the predetermined memory in step S2404 is erased from the predetermined memory (step S2406), and the series of processing ends. In step S2406, the menu item acquired in step S2403 may be deleted from the predetermined memory when the reply information creation process, which is the next step of the customer request determination process, is started in the call response process. .

  The customer request determination process in step S2105, the reply information creation process in step S2106, and the reply information transmission process in step S2107 are the same as the customer request judgment process, reply information creation process, and reply information transmission process in the first embodiment described above. Since it is the same, description is abbreviate | omitted.

  As described above, the call center support apparatus 1801 according to the second embodiment of the present invention is based on a call from the client telephone 101 that is a customer's telephone, and the client telephone 101 that is the telephone that is the call originator. A ringing tone transmission unit 2001 that intermittently transmits a ringing tone, a telephone number acquisition unit 1003 that acquires a telephone number of a client telephone 101 that is a telephone that is a source of a call, and a call from the client telephone 101 A disconnection detecting unit 1004 that detects that the call has been disconnected, a transmission time specifying unit 2002 that specifies a transmission time of a ringing tone when disconnection of the call is detected by the disconnection detecting unit 1004, and a transmission time specifying unit 2002 Based on the specified sending time, the card is referred to by referring to a table set in advance by the card user. A customer request determining unit 2003 for determining a request-users, is characterized by comprising a.

  According to the call center support apparatus 1801 of the second embodiment of the present invention, the ringing tone output from the client telephone 101 can be varied every unit time. As a result, the card user can be more easily informed that the contents of the menu items received at the call center 110 have changed. For example, the card user can know when to disconnect a call to the call center 110. Easy to guide.

  In the above-described call center support system 100 according to the second embodiment of the present invention, the example in which the call center support device 1801 is provided with the ringing tone database has been described, but the present invention is not limited to this. For example, the telephone line network 130 may be provided with a ringing tone distribution server storing ringing tone data, and the ringing tone data may be output from the ringing tone distribution server.

  In this case, specifically, for example, when line connection is made from the originating side exchange 103 to the terminating side exchange 104, the originating side exchange 103 and the ringing tone distribution server are connected in parallel with this connection processing. . When receiving the second ringing tone signal sent from the terminating side switching unit 104, the originating side exchange 103 receives the ringing tone from the ringing tone distribution server while receiving the second ringing tone signal. The data is acquired, and the acquired ringing tone data is transmitted to the client telephone 101. As a result, the call center support device 1801 can cause the client telephone 101 to output a ringing tone without placing a burden of outputting the ringing tone data.

  As described above, according to the call center support device, the call center support method, and the call center support program according to the present invention, it is possible to improve the satisfaction of the user (card user) who uses the call center.

  The call center support method described in the present embodiment can be realized by executing a program prepared in advance on a computer such as a personal computer or a workstation. This program is recorded on a computer-readable recording medium such as a hard disk, a flexible disk, a CD-ROM, an MO, and a DVD, and is executed by being read from the recording medium by the computer. The program may be a transmission medium that can be distributed via a network such as the Internet.

  As described above, the call center support device, the call center support method, and the call center support program according to the present invention are useful for the call center support device, the call center support method, and the call center support program that support the call handling work in the call center. It is suitable for call center support devices, call center support methods and call center support programs that support call handling operations in call centers with a small number of operators.

DESCRIPTION OF SYMBOLS 100 Call center support system 101 Client telephone 102 Center telephone 103 Calling side switch 104 Called side switch 105 Call center support device 1001 Calling detection unit 1002 Ringing tone transmission unit 1003 Telephone number acquisition unit 1004 Disconnection detection unit 1005 Transmission number specification unit 1006 Judgment of customer request Unit 1007 Reply information creating unit 1008 Reply information sending unit 1801 Call center support device 2001 Ringing tone sending unit 2002 Sending time specifying unit 2003 Customer request judging unit

Claims (12)

A ringing tone sending means for intermittently sending a ringing tone to a calling telephone set based on a call from a customer's phone;
Telephone number obtaining means for obtaining a telephone number of a telephone set from which the call originated;
Detecting means for detecting that a call from the customer's telephone is disconnected;
A specifying means for specifying the number of times the ringing sound is sent when the call disconnection is detected by the detecting means;
Based on the number of transmissions specified by the specifying means, referring to a table set in advance by the customer, determining means for determining the request of the customer;
A call center support device comprising: A ringing tone sending means for intermittently sending a ringing tone to a calling telephone set based on a call from a customer's phone;
Telephone number obtaining means for obtaining a telephone number of a telephone set from which the call originated;
Detecting means for detecting that a call from the customer's telephone is disconnected;
Specifying means for specifying a transmission time of the ringing tone when disconnection of the call is detected by the detecting means;
Based on the transmission time specified by the specifying means, referring to a table set in advance by the customer, determining means for determining the customer's request;
A call center support device comprising: Based on the customer's request determined by the determining means, reply information creating means for creating reply information to reply to the customer;
Reply information transmitting means for transmitting the reply information created by the reply information creating means to the telephone number of the customer's telephone;
The call center support apparatus according to claim 1, further comprising:   4. The call center support apparatus according to claim 3, wherein the reply information creating means creates information using SMS. A ringing tone sending step of intermittently sending a ringing tone to the calling phone of the call based on the call from the customer's phone;
A telephone number acquisition step of acquiring a telephone number of a telephone of a source of the call;
A detecting step of detecting that a call from the customer's telephone is disconnected;
A specifying step of specifying the number of times the ringing sound is sent when the disconnection of the call is detected by the detecting step;
Based on the number of transmissions specified by the specifying step, referring to a table set in advance by the customer, a determining step of determining the request of the customer;
Call center support method characterized by including. A ringing tone sending step of intermittently sending a ringing tone to the calling phone of the call based on the call from the customer's phone;
A telephone number acquisition step of acquiring a telephone number of a telephone of a source of the call;
A detecting step of detecting that a call from the customer's telephone is disconnected;
A specifying step of specifying a transmission time of the ringing tone when disconnection of the call is detected by the detecting step;
Based on the transmission time specified by the specifying step, referring to a table set by the customer in advance, a determining step of determining the request of the customer;
Call center support method characterized by including. Based on the customer's request determined by the determining step, a reply information creating step for creating reply information to reply to the customer;
A reply information sending step of sending the reply information created by the reply information creating step to the telephone number of the customer's telephone;
The call center support method according to claim 5 or 6, further comprising:   The call center support method according to claim 7, wherein the reply information creating step creates information using SMS. A ringing tone sending step of intermittently sending a ringing tone to the calling phone of the call based on the call from the customer's phone;
A telephone number acquisition step of acquiring a telephone number of a telephone of a source of the call;
A detecting step of detecting that a call from the customer's telephone is disconnected;
A specifying step of specifying the number of times the ringing sound is sent when the disconnection of the call is detected by the detecting step;
Based on the number of transmissions specified by the specifying step, referring to a table set in advance by the customer, a determining step of determining the request of the customer;
A call center support program characterized in that a computer is executed. A ringing tone sending step of intermittently sending a ringing tone to the calling phone of the call based on the call from the customer's phone;
A telephone number acquisition step of acquiring a telephone number of a telephone of a source of the call;
A detecting step of detecting that a call from the customer's telephone is disconnected;
A specifying step of specifying a transmission time of the ringing tone when disconnection of the call is detected by the detecting step;
Based on the transmission time specified by the specifying step, referring to a table set by the customer in advance, a determining step of determining the request of the customer;
A call center support program characterized in that a computer is executed. Based on the customer's request determined by the determining step, a reply information creating step for creating reply information to reply to the customer;
A reply information sending step of sending the reply information created by the reply information creating step to the telephone number of the customer's telephone;
The call center support program according to claim 9 or 10, wherein the computer is executed.   The call center support program according to claim 11, wherein the reply information creating step creates information using SMS.

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