JP2011217261A - Presence information management apparatus - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a presence information management apparatus for a call center for accurately managing presence information of each operator in the call center that receives calls in a centralized manner.SOLUTION: A presence information management apparatus is provided for a call center which receives calls in a centralized manner by acquiring access information on employees who enters/leaves rooms for the employees from a management means for managing access to the rooms in branch offices and by transferring all calls received in the branch offices. The presence information management apparatus includes: an acquiring means for acquiring the access information from the management means; a setting means for setting presence information by associating each employee with presence or absence state on the basis of the access information acquired by the acquiring means; a storage means for storing the presence information set by the setting means; and a transfer means for transferring the presence information stored in the storage means to a terminal provided in the call center connected over a network.

Description

  The present invention relates to a technology for managing presence information of a person in charge of a customer who makes a call in a call center that centrally receives all calls received at each branch.

  Currently, a system has been built in which all telephone calls received at each branch are transferred to a call center from the viewpoint of operational efficiency of the person in charge to receive power centrally. Such a centralized power receiving system is effective in call center operations specialized in inbound operations such as inquiries and orders from customers, and outbound operations such as new customer development, product introductions to dormant customers, and seminar introductions.

  When the customer calls the branch, it is automatically transferred to the call center. The call center operator sequentially accepts calls. The operator can forward an inquiry phone call that cannot be resolved by the operator to the person in charge of the customer. Before transferring the call, the operator can check the presence information of the person in charge who is the transfer destination in real time by accessing the WEB server of the data center.

  The presence information is set by the person in charge himself and stored in an RDB (Relational Database) server of the data center. The operator can access the WEB server and obtain presence information stored in the RDB server. When the operator can confirm that the person in charge as the transfer destination is present based on the acquired presence information, the operator can transfer the call.

  However, the presence information is dependent on the presence / absence setting by the person in charge. Therefore, the presence information is set to be away from the person who is actually present due to a setting error or intentional setting of the person in charge, or is set despite being away Have been. Therefore, the actual presence information of the person in charge may be different from the presence information stored in the RDB server.

  In addition, the person in charge does not have a means of knowing in real time that an important customer in charge calls the call center. For this reason, when the presence information stored in the RDB server is incorrect, the person in charge is associated with a risk of loss of business opportunities or loss of trust. Therefore, there is a demand for an apparatus that can minimize the influence on the presence information due to setting mistakes or intentional settings caused by the operations of each person in charge and notify the operator of the presence information as accurately as possible. Furthermore, there is a demand for an apparatus that enables each person in charge to know in real time that the call center is handling a call from the customer in charge.

  Accordingly, an object of the present invention is to provide an attendance information management apparatus that accurately manages the presence information of each person in charge in a call center that receives power centrally.

  The attendance information management apparatus according to the present invention obtains entrance / exit information on the room where each employee is present from the management means for managing the entrance / exit to each room of each branch, and receives all the power received at each branch. A device for a call center that receives power centrally by transferring a telephone call, and obtains the entry / exit information from the management means, and based on the entry / exit information obtained by the obtaining means, Setting means for setting presence information associated with presence or absence, storage means for storing the presence information set by the setting means, and the presence information stored in the storage means Is transferred to a terminal provided in the call center connected via a network.

  According to the above-described invention, the presence information of each person in charge can be accurately managed in a call center that receives power centrally.

1 is a block diagram showing a configuration of a central power receiving system including a presence information management device for a central power receiving call center according to the present embodiment. The block diagram which shows the structure of the 1st leaving management system which concerns on this embodiment. The screen figure displayed on the terminal allocated to the person in charge who concerns on this embodiment. The figure which shows the table memorize | stored in the RDB server which concerns on this embodiment. The screen figure displayed on the terminal allocated to the operator which concerns on this embodiment.

  Hereinafter, this embodiment will be described with reference to the drawings. FIG. 1 is a block diagram showing a configuration of a central power receiving system including a presence information management device for a central power receiving call center according to the present embodiment. The central power receiving system is configured by each unit provided in the branch 1, the data center 2, and the call center 3. First, the configuration of the branch 1 will be described. The branch 1 is provided with a PBX (Private Branch eXchange) 101, a first entrance / exit management system 102, and an attendance information application 103. The PBX 101 transfers all calls made from the customer to the branch 1 to the call center 3. The first entry / exit management system 102 determines whether each employee is present or absent based on the entry / exit information of each employee in each room. The first entrance / exit management system 102 functions as an entrance / exit management unit for each employee. The presence information application 103 displays a presence information setting screen or a power reception notification screen, which will be described later, on a terminal assigned to each person in charge.

  Next, the configuration of the first entrance / exit management system 102 will be described with reference to FIG. As shown in FIG. 2, the first entrance / exit management system 102 includes a reader / writer 1021, a control unit 1022, a memory 1023, and a transmission unit 1024. When each employee picks up the IC card, the reader / writer 1021 reads information from the IC card or writes information to the IC card. The reader / writer 1021 is provided at the entrance of each room of the branch 1, for example. The control unit 1022 controls the operation of each unit of the first entrance / exit management system 102. The memory 1023 stores various information. The transmission unit 1024 transmits / receives information to / from an external device via a network.

  In the present embodiment, as will be described below, the first entry / exit management system 102 determines the presence information of each employee based on the entry / exit information for each room. For example, for each employee, the memory 1023 stores an employee code and information for identifying the reader / writer 1021 provided in the room where the employee's seat is arranged in association with each other. For example, when the reader / writer 1021 provided in the room A reads the employee code from the IC card, the control unit 1022 associates the employee code with information identifying the reader / writer 1021 provided in the room A in the memory 1023. To determine whether it is stored. When the employee code is associated with information for identifying the reader / writer 1021 provided in the room A, the control unit 1022 indicates that the employee holding the IC card in the reader / writer 1021 has the employee's seat arranged. It is determined that the user enters room A. When the employee code is not associated with the information for identifying the reader / writer 1021 provided in the room A, the control unit 1022 allows the employee who put the IC card in the reader / writer 1021 to another room other than the room A. Judge that you have entered the room.

  When the control unit 1022 determines that a certain employee has entered the room where the employee's seat is placed based on the entrance / exit information by the reader / writer 1021, the control unit 1022 determines that the employee's presence information is present. . When the control unit 1022 determines that a certain employee has entered a room other than the room where the employee's seat is placed based on the entry / exit information by the reader / writer 1021, the control unit 1022 leaves the employee's presence information. Judge. The transmitting unit 1024 appropriately transmits to the data center 2 presence information indicating the presence / absence of each employee based on the entry / exit information.

  Next, the configuration of the data center 2 will be described. The data center 2 is provided with a second entry / exit management system 201, an RDB (Relational Database) server 202, an attendance information management system 203, and a call center WEB server 204. The second entry / exit management system 201 has a function of receiving information transmitted from the first entry / exit management system 102. The second entry / exit management system 201 functions as an information acquisition unit from the first entry / exit management system 102. Thereafter, the second entry / exit management system 201 has a function of transferring the received information to the RDB server 202.

  The RDB server 202 functions as a server that stores an attendance information management table that summarizes the presence information of each employee. The RDB server 202 includes a transmission / reception unit 2021, a control unit 2022, and a memory 2023. The transmission / reception unit 2021 transmits / receives information to / from the second entry / exit management system 201, presence information management system 203, and call center WEB server 204. The control unit 2022 controls each unit of the RDB server 202. The memory 2023 stores various information. In the present embodiment, the memory 2023 includes presence information (herein referred to as acquired presence information) based on the entrance / exit information acquired from the first entrance / exit management system 201, and each employee described later is an attendance application 103. The attendance information management table based on the attendance information input here (referred to as input presence information here) is stored. Therefore, the RDB server 202 can automatically acquire and store at least acquired presence information.

  The presence information management system 203 has a function of managing the presence information application 103. The presence information management system 203 includes a transmission / reception unit 2031 and a control unit 2032. The transmission / reception unit 2031 transmits / receives information to / from the occupancy information application 103, the RDB (Relational Database) server 202, and the call center WEB server 204. The control unit 2032 controls each part of the presence information management system 203.

  The call center WEB server 204 has a function of managing the WEB application 302. The call center WEB server 204 includes a transmission / reception unit 2041 and a control unit 2042. The transmission / reception unit 2041 transmits / receives information to / from the RDB (Relational Database) server 202, the presence information management system 203, and the WEB application. The control unit 2031 controls each unit of the presence information management system 203.

  In FIG. 1, the second entry / exit management system 201, the RDB server 202, the presence information management system 3, and the call center WEB server 204 are shown as different configurations, but the present invention is not limited thereto. One server (attended information management apparatus) having these functions may be provided in the data center 2. The presence information management apparatus is configured by integrating the functions of the second entry / exit management system 201, the RDB server 202, the presence information management system 3, and the call center WEB server 204.

  Next, the configuration of the call center 3 will be described. The call center 3 is provided with a CTI (Computer Telephony Integration) server 301 and a WEB application 302. The CTI server 301 manages all calls transferred from the PBX 101 of the branch 1 in one pole. The CTI server 301 sequentially transfers calls to a plurality of operators. The WEB application 302 displays a presence information list screen described later on a terminal having a telephone function assigned to each operator.

  Next, the collection operation of the presence information list stored in the RDB server 202 will be described. First, the RDB server 202 acquires the acquisition presence information via the second entry / exit management system 201. The control unit 2022 of the RDB server 202 updates the presence information management table stored in the memory 2023 in which the presence / absence of each employee is set based on the acquired presence information. The control unit 2022 functions as a setting unit for the presence information management table. The memory 2023 functions as a storage unit for the presence information management table. In the presence information management table, the control unit 2022 stores a telephone transfer destination target employee (referred to as a person in charge) in advance.

  The person in charge can input his / her presence information using the presence information application 103. Further, a person who is permitted to set the presence information of another person in charge (referred to as an authorized person) can use the presence information of the authorized person in addition to his / her presence information. You can enter using.

  FIG. 3 is a screen diagram displayed on the terminal of the person in charge or the authority holder by the presence information application 103. FIG. 3A is a screen diagram of the presence information input screen. If the person in charge inputs, for example, a password in the presence information application 103, his / her presence information input screen can be displayed on the terminal. If the authorized person inputs the password of the person in charge permitted by the presence information application 103, the person in charge information input screen of the person in charge can be displayed on the terminal.

  In the presence information input screen, the reason for leaving the person in charge, the scheduled return time, the proxy responder (the person who answers the call forwarded from the call center 3), the emergency contact, and the memo can be manually input. The presence information application 103 displays the reason for leaving and the proxy responder items so that they can be selected from preset candidates. The reason for leaving the seat and the return time are necessary input items because they are required for alarm notification (to be described later) by the presence information management system 203. The person in charge selects each item after inputting each item as necessary on the presence information input screen.

  Here, the person in charge of the employee CD (code) 2010004 goes out of the reason for leaving, the return time is 18:00, the proxy responder is made, and the emergency contact is 090-XXX-YYY, and the emergency contact is notified as a memo. This is an example in which contents are input. The RDB server 202 updates each item in the presence information management table based on the input presence information. The presence information of the person in charge is permitted to the authorized person as well as the person in charge for the following reason. For example, the authority holder can perform general-purpose operation within a certain authority, such as having the person in charge set the current state from the outside to the authority holder. Furthermore, the authority holder can flexibly set the enrollment information, such as preventing forgetting to set the attendance information of the person in charge and extending the away time.

  When the presence information is input on the presence information input screen, the presence information application 103 transmits the input presence information to the presence information management system 203. The presence information management system 203 transfers the input presence information received from the presence information application 103 to the RDB server 202. The control unit 2022 of the RDB server 202 updates the presence information management table in which the presence / absence of each person in charge is set based on the input presence information and stores the updated information in the memory 2023.

  FIG. 4 is a diagram showing various tables stored in the RDB server 202. FIG. 4A shows an example of the presence information management table. The presence information management table manages information on the person in charge stored as the transfer destination. In the presence information list table, branch CD, employee CD, status, scheduled return time, telephone number, emergency contact, proxy responder, and memo are associated with each person in charge. These items are examples, and other items may be added to the presence information list table.

  The branch CD item stores a default code number assigned to the branch to which the person in charge belongs. The item of employee CD stores a predetermined code number assigned to each person in charge. The status item stores the presence status of the person in charge as a code value. The scheduled return time item stores the time input by the person in charge on the presence information input screen. The telephone number field stores a default telephone number assigned to each person in charge. The emergency contact information item stores the emergency contact information input by the person in charge on the staff seat information input screen. The item of the proxy responder stores the employee CD of the proxy responder for receiving a telephone input by the person in charge on the presence information input screen. The memo item stores special notes entered by the person in charge on the presence information input screen.

  The branch CD, employee CD, and telephone number are stored as default items in the attendance information management table from the beginning. The status item is updated based on the acquired presence information and the input presence information. The scheduled return time, emergency contact information, proxy responder, and memo items are updated based on the input presence information. When the business hours of the call center 3 end, the RDB server 202 resets the status information other than the default items, scheduled return time, emergency contact information, proxy responder, and memo items in the presence information list table.

  FIG. 4B is a diagram illustrating an example of an attendance state master table. The presence status master table associates the content of the presence status of the person in charge with the code value. Further, the presence status master table is associated with the status item of the presence information management table by a code value. As for the contents of the presence state, response possible, absence, meeting, customer service, work, going out, leaving, meal are set. The contents of the presence status master table can be maintained by adding / editing / deleting.

  When the control unit 2022 of the RDB server 202 determines that the user is present based on the acquired presence information, the control unit 2022 updates the presence value information to the code value 0 corresponding to the response status to the item of the person in charge determined to be present. The management table is stored in the memory 2023. Similarly, the control unit 2022 of the RDB server 202 updates the code value to the item of the person in charge and stores the presence information management table in the memory 2023 based on the input presence information. Therefore, the presence information application 103 displays the contents set in the presence status master table as selectable items on the presence information input screen in a selectable state.

  FIG. 4C shows an example of the branch master table. The branch master table associates the representative telephone number for each branch with the branch CD. Furthermore, the branch master table is associated with the branch CD item of the presence information management table by a code value. The telephone number of the branch master table can be maintained such as adding / editing / deleting.

  Here, as an example of an item set for each person in charge in the presence information management table, based on information input by the person in charge of employee CD (code) 2010004 on the presence information input screen shown in FIG. I will explain. Based on the input presence information and the presence state master table, the control unit 2022 of the RDB server 202 stores 5 indicating that the employee CD is out of the items in the presence information management table in which the item of the employee CD corresponds to 2010004. Similarly, based on the input presence information, the control unit 2022 determines that the scheduled return time field is 18:00, the emergency contact field is 090-XXX-YYY, and the proxy responder field is not input, so NULL is entered. Save. As described above, the control unit 2022 updates the presence information management table for each person in charge and stores it in the memory 2023.

  Next, cooperation between the branch 1, the data center 2, and the call center 3 when a customer calls the branch 1 will be described. First, the PBX 101 of the branch 1 transfers the telephone call made by the customer to the CTI server 301 of the call center 3. The CTI server 301 sequentially transfers telephone calls made by customers to terminals in a state where a plurality of operators can talk. When the WEB application 302 receives a telephone call from the customer transferred from the branch 1, the WEB application 302 acquires a presence information list based on the presence information management table stored in the RDB server 202. Then, the WEB application 302 displays a presence information list on a terminal assigned to the operator.

  When the operator answers the telephone at the terminal, the WEB application 302 notifies the presence information management system 203 that the power has been received via the call center WEB server 204. The WEB application 302 is, for example, based on a telephone number list in which each customer's telephone number is associated with a customer CD, a customer name, and a person in charge (employee code) of each customer. The person may be acquired from the presence information list. The presence information management system 203 automatically notifies the terminal assigned to the person in charge of the customer who is answering the telephone so as to immediately display that the power has been received. The presence information application 103 displays a power reception notification screen on the terminal assigned to the person in charge. The presence information management system 203 acquires the customer CD and customer name assigned to each customer based on the telephone number and telephone number list received at the call center 3. Then, the presence information management system 203 transmits the time of receiving power at the call center 3, the customer CD assigned to each customer, the customer name, and the presence information of the person in charge to the terminal assigned to the person in charge. Here, the presence information management system 203 acquires the customer CD and customer name assigned to each customer based on the telephone number and telephone number list received by the call center 3, but the WEB application 302 is the same. May be processed.

  FIG. 3B is a diagram illustrating an example of a power reception notification screen. The presence information application 103 displays the time of receiving power at the call center 3, the customer CD assigned to each customer, the customer name, and the presence information of the person in charge on the power reception notification screen. The person in charge can confirm on the power reception notification screen that the operator is answering the telephone. Further, when the person in charge determines that the presence information is incorrect on the power reception notification screen, the person in charge selects the change key. The enrollment information application 103 displays an enrollment information input screen shown in FIG.

  Therefore, the operator and the person in charge can mutually confirm information in real time. That is, the person in charge can confirm that the call center 3 has received power from the customer at the time of power reception. The person in charge can set the presence information again by confirming the power reception confirmation screen. The presence information application 103 prompts the person in charge to confirm the presence information setting through the power reception confirmation screen. The RDB server 202 updates the presence information management table based on the new input presence information. The operator can acquire list information based on the latest attendance information management table.

  Next, acquisition of a presence information list based on the presence information management table shown in FIG. When the call center WEB application 302 receives power at the call center 3 (when the telephone line between the customer and the operator is connected via the CTI server 301), the call center WEB application 302 inquires of the call center WEB server 204 to obtain the presence information management table. . Therefore, the WEB application 302 can acquire a presence information list based on the latest presence information management table.

  Based on the presence information master table, the RDB server 201 converts the code value of the status item in the presence information management table into the corresponding content. Then, the RDB server 201 converts the code value stored in the status of the presence information management table into contents corresponding to the code value.

  The call center WEB server 204 acquires a presence information list based on the presence information management table stored in the RDB server 202 and distributes it to the call center WEB application 302. The transmission / reception unit 2021 of the RDB server 202 or the transmission / reception unit 2041 of the call center WEB server 204 functions as a presence information list transfer unit. The call center WEB application 302 displays a presence information list based on the presence information management table on a terminal owned by the operator. The operator can confirm the presence information of the person in charge who is the transfer destination of the telephone and to which number the telephone should be transferred by visually recognizing the presence information list displayed on the terminal.

  The call center 3 is provided with a terminal having a plurality of operators and a call center WEB application 302 corresponding thereto. Accordingly, the call center WEB server 204 distributes the presence information list based on the presence information management table to the plurality of call center WEB applications 302 all at once. The WEB application 302 of the call center 3 may periodically inquire the call center WEB server 204 of acquisition of the presence information list based on the presence information management table.

  Here, the RDB server 201 converts the presence information management table into a presence information management list based on the presence information master table and distributes it to the call center WEB application 302, but is not limited thereto. For example, the call center WEB application 302 may be converted into a presence information management list based on the presence information master table and the presence information management table.

  FIG. 5 is a screen diagram showing a presence information list based on the presence information management table displayed on the terminal assigned to the operator by the WEB application 302. FIG. 5A is an example of a screen diagram of the presence information list. On the presence information list screen, the branch CD, employee CD, and status are associated with each person in charge. The operator can search for a person in charge as a forwarding destination of the customer's telephone on the presence information list screen. When the operator selects the employee CD of the person in charge on the presence information list screen, the WEB application 302, based on the presence information list, the transfer destination (employee CD and name) of the selected person in charge and the contents of the telephone number Is displayed at the bottom of the screen. Here, since the state of the person in charge of the customer who is answering the telephone can respond, the telephone number displayed on the presence information list screen is the telephone number of the person in charge assigned to the person in charge. When the operator selects a telephone icon, the WEB application 302 starts a telephone transfer process to the selected number.

  FIG. 5B is another example of a screen diagram of the presence information list. Here, the state of the person in charge of the customer who is answering the telephone is out. Therefore, in the enrollment information management table, at least the emergency contact and memo items are entered by the person in charge. When the operator selects the employee CD of the person in charge on the presence information list screen, the WEB application 302, based on the presence information list, transfers the selected person in charge (employee CD and name), telephone number, emergency Display contact and memo contents at the bottom of the screen. When the operator selects a telephone icon corresponding to the emergency contact, the WEB application 302 starts a process of transferring a call to the selected emergency contact.

  FIG. 5C is another example of a screen diagram of the presence information list. Here, the state of the person in charge of the customer who is handling the telephone by the operator is absent. For this reason, when the operator selects the employee CD of the person in charge on the presence information list screen, the WEB application 302, based on the presence information list, transfers the selected person in charge (branch CD and branch name), branch The representative phone number of is displayed at the bottom of the screen. Here, since the branch CD in the presence information list is linked to the representative telephone number of the branch by the branch master table, the WEB application 302 selects the representative telephone number of the branch to which the person in charge belongs based on the selection of the employee CD. Can be displayed. When the operator selects a telephone icon corresponding to the representative telephone number of the branch, the WEB application 302 starts a call transfer process to the selected number.

  FIG. 5D is another example of a screen diagram of the presence information list. The WEB application 302 changes the background color at the time of power reception when the person in charge of the customer who is answering the telephone is present on the presence information list screen. At the same time, the WEB application 302 automatically displays the transfer destination (employee CD and name) and telephone number of the person in charge at the bottom of the screen.

  When the operator determines that the content of the inquiry from the customer cannot be handled by the operator himself, that is, it is necessary to transfer the call to the person in charge of the customer, the screen of the presence information list displayed on the terminal by the WEB application 302 Click on the person in charge above. The WEB application 302 instructs the CTI server 301 to transfer the telephone call from the customer to the contact person in charge.

  Next, management of the presence information management table by the presence information management system 203 will be described. The presence information management system 203 periodically checks the presence information management table stored in the RDB server 202 and checks the presence information application 103. When the presence information management system 203 determines that there is presence information that lacks credibility in the presence information list, an alarm notification is sent to the terminal assigned to the person in charge (also to the authority holder if set). Instruct. The presence information application 103 performs control so that an alarm is notified from the terminal based on an alarm notification instruction from the presence information management system 203.

  The presence information lacking in credibility is, for example, a case where the presence information remains unattended even after the return time set in the presence information management table has passed. The presence information management system 203 checks the presence information management table stored in the RDB server 202 in this way. The person in charge or the authorized person gets an opportunity to input the presence information again on the presence information input screen displayed by the presence information application 103 by an alarm notified from the terminal. Accordingly, the presence information application 103 notifies the alarm to urge the person in charge to reset the presence information such as forgetting to set the presence information or extending the absence.

  According to the present embodiment, the presence information that has been conventionally dependent on the input by the person in charge is partially automated by the presence information acquired by the first entrance / exit management system 102 provided at the branch. Thus, the burden on the person in charge can be reduced. When there is a high possibility that the presence information has an error, the presence information management system 203 issues an alarm notification to each person in charge, so that the setting of the presence information for each person in charge is in a correct state. Can be urged. As a result, the information stored in the presence information management table is highly reliable. As the presence information management table becomes more reliable, the call center operation becomes smoother and the waiting time of the customer associated with the power reception waiting state decreases. Furthermore, the operator of the call center 3 can appropriately transfer the telephone to the telephone number as required based on the reliable presence information list. On the other hand, the person in charge can know in real time at the terminal that the customer in charge is answering the call by the operator of the call center 3. Therefore, the person in charge can prepare for the possibility that the call is transferred from the call center 3.

  Note that the present invention is not limited to the above-described embodiment as it is, and can be embodied by modifying constituent elements without departing from the scope of the invention in the implementation stage. Moreover, various inventions can be formed by appropriately combining a plurality of constituent elements disclosed in the embodiment. For example, some components may be deleted from all the components shown in the embodiment. Furthermore, you may combine suitably the component covering different embodiment.

  DESCRIPTION OF SYMBOLS 101 ... PBX, 102 ... 1st entrance / exit management system, 103 ... Attendance information application, 201 ... 2nd entrance / exit management system, 202 ... RDB server, 203 ... Accident information management system, 204 ... WEB server for call centers , 302 ... WEB application, 1011 ... reader / writer, 1022 ... control unit, 1023 ... memory, 1024 ... transmission unit, 2021 ... transmission / reception unit, 2022 ... control unit, 2023 ... memory, 2031 ... transmission / reception unit, 2022 ... control unit, 2041 ... Transmission / reception unit, 2042 ... Control unit.

Claims (1)

A call center that collects information on the entrance / exit to the room where each employee is present from the management means that manages the entrance / exit to each room of each branch and centrally receives power by transferring all telephone calls received at each branch In the presence information management device for
Obtaining means for obtaining the entry / exit information from the management means;
Based on the entrance / exit information acquired by the acquisition means, setting means for setting presence information in which each employee is associated with presence or absence;
Storage means for storing the presence information set by the setting means;
Transfer means for transferring the presence information stored in the storage means to a terminal provided in the call center connected via a network;
A presence information management apparatus comprising:

Images