JP2011223474A - Call center system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To achieve efficient line utilization in a call center system without load concentration on specific devices.SOLUTION: A call center system comprises first and second communication control servers that have multiple main lines for external calls and multiple sub-lines used for other purposes and that establishes a connection with a telephone upon a request for a call from an IP telephone unit to a telephone connected to an external line; and a management server to manage the lines of the first and second communication control servers and line status. If the first communication control server accepts a call request and does not have an open main line, it makes a query to the management server about a communication control server with an open main line. The first communication control server receives open line information from the management server indicating the second communication control server has an open main line. The first communication control server uses a sub-line to connect to the second communication control server, connects to the telephone via an external line using a main line of the second communication control server, and establishes a call.

Description

  The present invention relates to a technique for realizing an efficient telephone call processing from a free line in a call center system constructed by an IP telephony server and an IP telephone reception system.

  Conventionally, when making a call in a call center system using VoIP (Voice over Internet Protocol) technology, it is realized by making a call request to a corresponding IP telephony server via a SIP (Session Initiation Protocol) server (for example, patents) Reference 1).

JP 2008-22546 A

  However, in the case of the transmission method using the SIP server as described above, the SIP server is necessarily required as a call center system. Therefore, the price of the system was raised. Further, when the load on the SIP server is concentrated, a problem occurs in the reliability of the entire system.

  The present invention has been made in view of the above situation, and realizes efficient line use without concentrating a load on a specific device in a call center system using VoIP technology.

  The call center system of the present invention includes a plurality of main lines for external lines and a plurality of sub lines used for other purposes, and performs a connection process with a telephone in response to an outgoing call request from the IP telephone to a telephone connected to the external line. And a second communication control server, and a management server for managing the lines of the first and second communication control servers and the status thereof. Then, when the first communication control server that has received the call request does not have a free main line in its own server, the first communication control server inquires of the management server about a communication control server having a free main line. Receiving from the management server the free line information indicating that the main line of the second communication control server is free, connecting to the second communication control server using the sub line of the first communication control server, The main line of the communication control server 2 is used to connect to the telephone via the external line and establish a call.

  In the present invention, it is possible to construct a call center system with a configuration that does not require a specific device such as a SIP server. In addition, the load on a specific device can be distributed, and communication stability and reliability can be improved.

1 is a configuration diagram of a call center system according to an embodiment of the present invention. It is a detailed block diagram of the IP telephony server which concerns on one embodiment of this invention. It is a detailed block diagram of the IP telephone reception system which concerns on one embodiment of this invention. It is a sequence diagram for demonstrating the procedure from the transmission to call establishment which concerns on one embodiment of this invention. It is an example of a screen display of the IP telephony server which concerns on one embodiment of this invention. It is a sequence diagram for demonstrating the procedure until it puts on hold from the telephone call which concerns on one embodiment of this invention. It is a sequence diagram for demonstrating the procedure which transfers a call after holding based on one embodiment of this invention. It is a detailed block diagram of the ACD login state management table which concerns on one embodiment of this invention. It is a detailed block diagram of the operator information management table which concerns on one embodiment of this invention.

Hereinafter, an example of an embodiment for carrying out the present invention will be described with reference to the accompanying drawings. The description will be given in the following order.
1. One embodiment (outgoing processing from IP telephony server with low line usage)

<1. First Embodiment>
[Configuration of call center system]
FIG. 1 is a configuration diagram of a call center system according to an embodiment of the present invention.
The call center system of this example connects the IP telephony servers 8 and 9 connected to the IP communication network 10 (an example of an external communication network) to the operator's IP telephone reception systems 2 and 3 (or IP telephones) via LAN lines. . Although not shown, a database server for registering center operation information such as customer information is provided.

  Then, using the VoIP technology, a voice call is performed between the IP telephone reception systems 2 and 3 (or IP telephones) and the telephone 11 (customer) connected to the IP communication network 10. A gateway 10A is provided between the IP telephony servers 8 and 9 and the IP communication network 10, and performs protocol conversion between IP / SIP. The IP telephony servers 8 and 9, the operator's IP telephone reception systems 2 and 3, and the ACD (Automatic Call Distribution: automatic call distribution device) server 4 use the LAN line 1 to transmit data using the IP protocol or a dedicated message, respectively. Communicate. Communication with the ACD server 4 is performed by a dedicated message (proprietary standard).

The ACD server 4 is an example of a management server, periodically collects and manages the operator status, and provides operator information that can be used in response to an inquiry about a connected client destination (IP telephone reception system) from the IP telephony server. Is. That is, the distribution destination of the incoming call is determined. The ACD server 4 in this example includes an ACD call distribution processing unit 5, an ACD operator management unit 6, and an ACD resource management unit 7.
The ACD call distribution processing unit 5 searches for an operator who can respond to an incoming call from the customer's telephone 11 and transfers the incoming call to the selected operator's IP telephone. Especially when there are a plurality of operators, each operator The incoming calls are distributed so that the operation rate of the calls is equal. The ACD operator management unit 6 manages the status of each operator (see FIGS. 8 and 9). The ACD resource management unit 7 manages the line status (see FIG. 5) of each IP telephony server.

  In the example of FIG. 1, for convenience of explanation, the configuration includes two IP telephony servers and two IP telephone reception systems. However, the present invention is not limited to this example, and may include three or more.

[Configuration of IP telephony server]
FIG. 2 is a detailed configuration diagram of the IP telephony servers 8 and 9.
The IP telephony server 8 is an example of a communication control server, and includes a resource management unit 12, a call control protocol / dedicated message / voice transfer packet processing unit 17, a call control protocol / dedicated message transmission / reception unit 22, and a LAN interface 23. Prepare.

The resource management unit 12 manages destination information for call connection. The resource management unit 12 includes an IP communication network (external line) resource management unit 13, an IP communication network (extension) resource management unit 14, a transfer resource management unit 15, and a sub-line resource management unit 16.
The IP communication network (external line) resource management unit 13 is an example of an external line management unit, and manages the number and usage status of external lines among the lines used for the IP communication network. The IP communication network (extension) resource management unit 14 is an example of an extension management unit, and manages the number and use status of extensions for lines used for the IP communication network. The transfer resource management unit 15 is an example of a transfer management unit, and manages the status of a line used for transfer separately from an extension. The sub-line resource management unit 16 is an example of a sub-line management unit, and manages the status of the line used for the sub-line.

The call control protocol / dedicated message / voice transfer packet processing unit 17 is a call control protocol / dedicated message processing unit that performs a call connection using a call control protocol such as SIP or a connection client destination inquiry to the ACD server 4, and a voice packet. Has a function as a voice transfer packet processing unit capable of transmitting and receiving. The call control protocol / dedicated message / voice transfer packet processing unit 17 includes an IP communication network processing unit (external line) 18, an IP communication network processing unit (extension) 19, a transfer processing unit 20, and a sub-line processing. The unit 21 is provided.
The IP communication network processing unit (external line) 18 is an example of an external line processing unit, and performs communication processing for the IP communication network 10. The IP communication network processing unit (extension) 19 is an example of an extension processing unit, and performs communication processing for the IP telephone reception system. The transfer processing unit 20 is an example of a transfer processing unit, and transmits necessary signals to the ACD server 4 and the IP telephone reception system to perform transfer processing between the IP telephone reception systems. The sub-line processing unit 21 is an example of a sub-line processing unit. The sub-line processing unit 21 inquires about an IP telephony server having a free line and performs communication processing between IP telephony servers and within a call center system.

  The call control protocol / dedicated message transmission / reception unit 22 transmits / receives a protocol used for call control and a dedicated message between the call control protocol / dedicated message / voice transfer packet processing unit 17 and the LAN interface 23.

  The LAN interface 23 performs communication between the call control protocol / dedicated message transmission / reception unit 22 and the LAN line 1 or the IP communication network 10 (gateway 10A). The IP telephony server 8 is connected to the IP communication network 10 (telephone 11), the operator (IP telephone reception systems 2 and 3), and another IP telephony server (IP telephony server 9) via the LAN interface 23. Note that communication from the IP telephony server 8 (9) to the IP telephony server 9 (8) is performed using a sub-line of the IP telephony server 8 (9).

  On the other hand, the IP telephony server 9 includes a resource management unit 24, a call control protocol / dedicated message / voice transfer packet processing unit 29, a call control protocol / dedicated message transmission / reception unit 34, and a LAN interface 35.

  The resource management unit 24 includes an IP communication network (external line) resource management unit 25, an IP communication network (extension) resource management unit 26, a transfer resource management unit 27, and a sub-line resource management unit 28.

  The call control protocol / dedicated message / voice transfer packet processing unit 29 includes an IP communication network processing unit (external line) 30, an IP communication network processing unit (extension) 31, a transfer processing unit 32, and a sub-line processing. The unit 33 is provided.

  Since the function of each part of the IP telephony server 9 is the same as that of each part constituting the IP telephony server 8, a detailed description is omitted. In this embodiment, when making a telephone call, an example is shown in which an empty line is searched and connected first from the IP telephony server 8, but an empty line may be searched from the IP telephony server 9.

[Configuration of IP phone reception system]
FIG. 3 is a detailed configuration diagram of the IP telephone reception system 2. Since the IP telephone reception system 3 has the same configuration, the IP telephone reception system 2 will be described here.
The IP telephone reception system 2 includes a resource management unit 36, a call control protocol / dedicated message processing unit 37, and a call control protocol / dedicated message transmission / reception unit 38. Further, a main reception audio decoding processing unit 39, a main audio encoding processing unit 40, a monitoring reception audio decoding processing unit 41, an audio transfer packet processing unit 42, an audio transfer packet transmitting / receiving unit 45, and a LAN interface 46 are provided. .

  The resource manager 36 monitors the line status of the IP telephone in the IP telephone reception system. The call control protocol / dedicated message processing unit 37 performs a call control protocol process and a dedicated message process. The call control protocol / dedicated message transmission / reception unit 38 transmits / receives protocols and dedicated messages used for call control between the call control protocol / dedicated message processing unit 37 and the LAN interface 46.

  The main received voice decoding processing unit 39 decodes the main voice transfer packet processed by the main voice transfer packet processing unit 43 of the voice transfer packet processing unit 42 and outputs it as a main received voice to the speaker. The main audio encoding processor 40 encodes the main audio picked up by the microphone and outputs it to the main audio transfer packet processor 43 of the audio transfer packet processor 42.

  The monitoring reception voice decoding processing unit 41 decodes the monitoring voice transfer packet processed by the monitoring voice transfer packet processing unit 44 of the voice transfer packet processing unit 42 and outputs it to the speaker as monitoring reception voice. . These speakers and microphones are mounted on the operator's headset.

  The main voice transfer packet processing unit 43 processes the main voice transfer packet received from the voice transfer packet transmission / reception unit 45 and sends it to the main reception voice decoding processing unit 39. Also, the main audio received from the main audio encoding processing unit 40 is packetized and sent to the audio transfer packet transmitting / receiving unit 45.

  The voice transfer packet transmission / reception unit 45 transmits and receives voice transfer packets between the voice transfer packet processing unit 42 and the LAN interface 46.

  The LAN interface 46 performs communication between the voice transfer packet transmitting / receiving unit 45 and the IP telephony server or the IP telephone reception system via the LAN line 1.

[Procedure from outgoing call to call establishment]
An operation of the call center system according to the embodiment of the present invention will be described.
First, with reference to the sequence diagram of FIG. 4, a procedure from when the operator makes a telephone call to a customer and when the call starts is described. In this example, it is assumed that an operator (see FIGS. 8 and 9) with an operator name B (ID: 60001) makes a call.

  First, the operator 60001 performs login registration to the ACD server 4 from the login screen of the IP telephone reception system 2 at his / her desk. Thereafter, the operator 60001 performs incoming call waiting registration from the IP telephone reception system 2. When the ACD operator management unit 6 of the ACD server 4 receives the login request from the operator 60001 via the LAN line 1, the ACD operator management unit 6 registers the operator 60001 in the ACD login state management table of FIG. 8 managed by the ACD resource management unit 7. Change the status to "Logged in". Next, the ACD operator management unit 6 of the ACD server 4 that has received the incoming call waiting registration from the operator 60001 sets the state of the operator 60001 in the ACD login state management table to “waiting” (waiting for incoming call). In the following description of the operation, description of the LAN line 1 is omitted.

  Here, the operator 60001 performs a calling process from the IP telephone reception system 2 to the customer's telephone 11 through the IP communication network 10 via the gateway 10A. The IP telephone reception system 2 transmits a call request (INVITE) from the LAN interface 46 to the IP telephony server 8 via the call control protocol / dedicated message transmission / reception unit 38 from the call control protocol / dedicated message processing unit 37 (step S1). ). In the following description of the operation, description of the gateway 10A and the LAN interface 46 is omitted.

  In the IP telephony server 8, the call control protocol / dedicated message transmission / reception unit 22 receives a call request from the IP telephone reception system 2 via the LAN interface 23, and sends a notification (180 Ringing) that the telephone 11 is being called to the IP telephone reception system. Reply to 2. In the following description of the operation, the description of the LAN interface 23 is omitted.

  In the IP telephony server 8, the IP communication network processing unit (extension) 19 changes the state of the corresponding line unit of the IP communication network (extension) resource management unit 14 to “outgoing” and An external line is searched for a free line from the resource management unit 13 (step S3). The target of the free line here is a main line for connecting to the IP communication network 10.

  If there is an empty line in the process of step S3, the IP telephony server 8 uses the corresponding line from the IP communication network processing unit (external line) 18 via the call control protocol / dedicated message transmission / reception unit 22 to the IP communication network 10. Perform outgoing call processing. In parallel, the IP telephony server 8 manages the ACD server 4 with the ACD resource management unit 7 from the IP communication network processing unit (external line) 18 through the call control protocol / dedicated message transmission / reception unit 22. A status change request for changing the status of the corresponding operator in the ACD login status management table to “during outgoing” is transmitted (step S4). Further, the connection address of the operator information management table of FIG. 9 managed by the ACD operator management unit 6 is updated. That is, it is changed during transmission from the IP telephony server 8 (step S5).

  On the other hand, when there is no idle line in the IP telephony server 8 that has received the outgoing call request, the IP telephony server 8 sends a call control protocol / dedicated message transmission / reception unit 22 to the ACD server 4 from the sub-line processing unit 21. An inquiry is made to the IP telephony server having another free line by a dedicated message (step S6). The ACD server 4 responds from the ACD resource management unit 7 that it is searching for an IP telephony server with a free line (step S7). In parallel, the ACD server 4 searches the ACD resource management unit 7 for an IP telephony server (IP-PBX free line) having a free line (step S8). Then, as a search result, for example, the fact that there is a free line in the IP telephony server 9 (free line information) is returned to the sub line processing unit 21 via the call control protocol / dedicated message transmission / reception unit 22 of the IP telephony server 8. (Step S9).

  When a plurality of IP telephony servers with free lines are searched, load (line allocation) can be distributed by selecting an IP telephony server with more free lines, that is, a low line usage rate. , Communication is stable.

  The IP telephony server 8 that has received the response transmits a call request (INVITE) from the sub-line processing unit 21 to the IP telephony server 9 via the call control protocol / dedicated message transmission / reception unit 22 (step S10).

  In the IP telephony server 9, the call control protocol / dedicated message transmission / reception unit 34 receives a call request from the IP telephony server 8, and returns a notification that the telephone 11 is being called (180 Ringing) to the IP telephony server 8 (step S11). ).

  Here, in the IP telephony server 9, the IP communication network processing unit (extension) 31 changes the state of the corresponding line unit of the IP communication network (extension) resource management unit 26 to “outgoing” and (Outside line) Search for an available line from the resource management unit 25. If there is an empty line, the IP telephony server 9 uses the corresponding line to send a call request (INVITE) from the IP communication network processing unit (outside line) 30 to the IP communication network 10 via the call control protocol / dedicated message transmission / reception unit 34. ) Is transmitted (step S12).

  The IP telephony server 9 receives a notification (180 Ringing) that the call control protocol / dedicated message transmission / reception unit 34 is calling the telephone 11 from the IP communication network 10 (step S13). The status of the corresponding operator in the ACD login status management table managed by the ACD resource management unit 7 of the ACD server 4 from the IP communication network processing unit (external line) 30 via the call control protocol / dedicated message transmission / reception unit 34. A state change request is transmitted to change “to outgoing (from IP telephony server 9)” (step S14).

  In response to the customer's telephone 11, a connection success notification (200 OK) is transmitted to the IP telephony server 9 via the IP communication network 10 (step S 15).

  The IP telephony server 9 that has received the notification of the successful connection manages the ACD server 4 with the ACD resource management unit 7 from the IP communication network processing unit (external line) 30 via the call control protocol / dedicated message transmission / reception unit 34. A state change request is transmitted to the state of the corresponding operator in the ACD login state management table being “busy (by IP telephony server 9)” (step S16).

  Then, the IP telephony server 9 performs connection processing with the IP communication network 10 in the IP communication network processing unit (outside line) 30 via the call control protocol / dedicated message transmission / reception unit 34. That is, the IP telephony server 9 transmits a connection success notification (200 OK) to the IP telephony server 8 from the sub-line processing unit 33 via the call control protocol / dedicated message transmission / reception unit 34 (step S17).

  The IP telephony server 8 receives a notification of successful connection by the sub-line processing unit 21 via the call control protocol / dedicated message transmission / reception unit 22 and performs a connection process between the IP telephony servers. First, the IP telephony server 8 sends an ACD login state managed by the ACD resource management unit 7 to the ACD server 4 from the IP communication network processing unit (outside line) 18 via the call control protocol / dedicated message transmission / reception unit 22. A status change request for changing the status of the corresponding operator in the management table to “busy (by IP telephony server 8)” is transmitted (step S18). Further, the connection address of the operator information management table of FIG. 9 managed by the ACD operator management unit 6 is updated. That is, the IP telephony server 8 is used to change during a call (step S19).

  Further, the IP telephony server 8 transmits a connection success notification (200 OK) from the IP communication network processing unit (extension) 19 to the IP telephone reception system 2 via the call control protocol / dedicated message transmission / reception unit 22 (step OK). S20).

  The IP telephone reception system 2 receives a notification of successful connection by the call control protocol / dedicated message processing unit 37 via the call control protocol / dedicated message transmission / reception unit 38 (step S21). As a result, the IP telephone reception system 2 and the IP telephony server 9 are connected via the IP telephony server 8, and a call between the IP telephone reception system 2 and the telephone 11 is established (step S21).

[Example of screen display of line usage status]
FIG. 5 is an explanatory diagram of a screen display example showing the line usage status of the IP telephony servers 8 and 9.
In this example, it is determined that the IP telephony server 8 has no main line available (step 3) and the IP telephony server 9 has a main line available (step S8).

  On the screen displaying the state of the IP telephony server 8, there is no main line in which the main line of each channel is busy and free. On the other hand, the third channel of the IP telephony server 9 is free (standby display). Therefore, when there is a call request from the operator, first, the vacant sub line (for example, the third channel) of the IP telephony server 8 is used (display change during call), and the IP telephony server 9 is transmitted via the sub line. Connecting. Then, the main line of the third channel of the IP telephony server 9 is used (display change during outgoing call), and outgoing call is made from the main line to the IP communication network 10 to establish communication.

[Procedure from calling to holding]
Next, with reference to the sequence diagram of FIG. 6, a procedure until the operator puts the call on hold will be described.

  Assume that the operator 60001 clicks the hold button of the IP telephone reception system 2 during a call with the telephone 11. The IP telephone reception system 2 used by the operator 60001 detects a hold button click event. Then, the call control protocol / dedicated message processing unit 37 of the IP telephone reception system 2 transmits a hold request from the call control protocol / dedicated message transmitting / receiving unit 38 to the IP telephony server 8 (step S31).

  Processing unit for IP communication network (extension) of call control protocol / dedicated message / voice transfer packet processing unit 17 of IP telephony server 8 that has received a hold request from IP telephone reception system 2 via call control protocol / dedicated message transmission / reception unit 22 19 determines whether the call destination is the own device.

  When the call destination is the IP communication network processing unit (external line) 18 in the own device, the IP communication network processing unit (extension) 19 sends the ACD server 4 to the ACD server 4 via the call control protocol / dedicated message transmission / reception unit 22. A hold request is transmitted by a dedicated message (step S32).

  The ACD server 4 changes the status of the operator in the ACD login status management table of FIG. 8 managed by the ACD resource management unit 7 to “pending” (step S33). Furthermore, the call state of the corresponding connection address (IP telephony server 8) in the operator information management table of FIG. 9 managed by the ACD operator management unit 6 is changed to on-hold.

  Further, the ACD server 4 transmits a hold request from the ACD resource management unit 7 to the IP telephony server 8 that is the call destination. The IP telephony server 8 that has received the hold request transmits a hold sound packet from the IP communication network processing unit (external line) 18 to the telephone set 11 via the call control protocol / dedicated message transmission / reception unit 22. In parallel, a holding tone packet is transmitted from the IP communication network processing unit (extension) 19 to the IP telephone reception system 2 via the call control protocol / dedicated message transmission / reception unit 22.

  On the other hand, when the destination is the IP telephony server 9, the IP communication network processing unit (extension) 19 of the IP telephony server 8 transmits a hold request to the sub-line processing unit 21. The sub-line processing unit 21 transmits a hold request with a dedicated message to the ACD server 4 via the call control protocol / dedicated message transmission / reception unit 22. The ACD server 4 transmits a hold request from the ACD resource management unit 7 to the IP telephony server 9 that is the call destination (step S34).

  The IP telephony server 9 that has received the hold request transmits a hold sound packet from the IP communication network processing unit (outside line) 30 to the telephone 11 via the call control protocol / dedicated message transmission / reception unit 34 (step S35). In parallel, a holding tone packet is transmitted from the IP communication network processing unit (extension) 31 to the IP telephone reception system 2 via the call control protocol / dedicated message transmission / reception unit 34. In this way, the call between the IP telephone reception system 2 and the telephone 11 is put on hold (step S36).

[Procedure for releasing hold]
Next, a procedure for the operator to release the call hold will be described.

  It is assumed that the operator 60001 clicks the hold release button of the IP telephone reception system 2 while holding a call with the telephone 11. The IP telephone reception system 2 used by the operator 60001 detects a click event of the hold release button. Then, the call control protocol / dedicated message processing unit 37 of the IP telephone reception system 2 transmits a hold release request from the call control protocol / dedicated message transmission / reception unit 38 to the IP telephony server 8.

  The IP communication network processing unit (extension) of the call control protocol / dedicated message / voice transfer packet processing unit 17 of the IP telephony server 8 that has received the hold release request from the IP telephone reception system 2 via the call control protocol / dedicated message transmission / reception unit 22 ) 19 determines whether or not the call destination is within the own apparatus.

  When the call destination is the IP communication network processing unit (external line) 18 in the own device, the IP communication network processing unit (extension) 19 sends the ACD server 4 to the ACD server 4 via the call control protocol / dedicated message transmission / reception unit 22. Send a hold release request with a dedicated message.

  The ACD server 4 changes the status of the operator in the ACD login status management table of FIG. 8 managed by the ACD resource management unit 7 to “busy”. Further, the call state of the corresponding connection address (IP telephony server 8) in the operator information management table of FIG. 9 managed by the ACD operator management unit 6 is changed during a call.

  The ACD server 4 transmits a hold release request from the ACD resource management unit 7 to the IP telephony server 8 that is the call destination. The IP telephony server 8 that has received the hold release request stops the transmission of the hold sound packet from the IP communication network processing unit (external line) 18 to the telephone 11 via the call control protocol / dedicated message transmission / reception unit 22 and makes a call. Start. In parallel, the transmission of the hold tone packet from the IP communication network processing unit (extension) 19 to the IP telephone reception system 2 via the call control protocol / dedicated message transmission / reception unit 22 is stopped, and the call is started.

  On the other hand, when the destination is the IP telephony server 9, the IP communication network processing unit (extension) 19 of the IP telephony server 8 transmits a hold release request to the sub-line processing unit 21. The sub-line processing unit 21 transmits a hold release request with a dedicated message to the ACD server 4 via the call control protocol / dedicated message transmission / reception unit 22. The ACD server 4 transmits a hold release request from the ACD resource management unit 7 to the IP telephony server 9 that is the call destination.

  Upon receiving the hold release request, the IP telephony server 9 stops the transmission of the hold sound packet from the IP communication network processing unit (external line) 30 to the telephone 11 via the call control protocol / dedicated message transmission / reception unit 34 and makes a call. Start. In parallel, the transmission of the hold tone packet from the IP communication network processing unit (extension) 31 to the IP telephone reception system 2 via the call control protocol / dedicated message transmission / reception unit 34 is stopped, and the call is started. In this way, the hold of the call between the IP telephone reception system 2 and the telephone 11 is released.

[Procedure for transferring a call after holding]
Next, with reference to the sequence diagram of FIG. 7, a procedure for transferring the call after the operator puts the call on hold will be described.

  The IP telephone reception system 2 used by the operator 60001 uses, for example, the extension number (transfer request) of the IP telephone reception system 3 used by the operator 10001, which is the transfer destination, from the voice transfer packet processing unit 42 as a voice transfer packet. The data is transmitted to the IP telephony server 8 via the transmission / reception unit 45. Subsequently, the IP communication network processing unit (sub-line) 21 of the call control protocol / dedicated message / voice transfer packet processing unit 17 of the IP telephony server 8 that has received the extension number (transfer request) sends a transfer request to the IP telephony server 9. Is transmitted (step S41). This extension number transmission (transfer destination dial) is performed, for example, by a push tone.

  In the IP telephony server 9, the IP call control protocol / dedicated message / voice transfer packet processing unit 29 receives the transfer request via the call control protocol / dedicated message transmission / reception unit 34. Then, the transfer processing unit 32 of the IP telephony server 9 transmits a transfer request with a dedicated message to the ACD server 4 via the call control protocol / dedicated message transmission / reception unit 34 (step S42).

  The ACD server 4 stores a table (not shown) indicating the correspondence between the extension number and the IP telephone reception system, and searches for the IP telephone reception system of the transfer destination (step S43). Then, the ACD server 4 transmits a transfer destination notification from the ACD operator management unit 6 to the IP telephony server 9 (step S44).

  The IP telephony server 9 receives the transfer destination notification by the IP call control protocol / dedicated message / voice transfer packet processing unit 29 via the call control protocol / dedicated message transmission / reception unit 34. The transfer processing unit 32 of the IP telephony server 9 transmits a call request (INVITE) to the IP telephone reception system 3 used by the operator 10001 through the call control protocol / dedicated message transmission / reception unit 34 (step S45).

  In the IP telephone reception system 3, a call request is received by the call control protocol / dedicated message processing unit 37 via the call control protocol / dedicated message transmission / reception unit 38. Then, a notification (180 Ringing) indicating that a call is being made is transmitted from the IP telephone reception system 3 to the IP telephony server 9 (step S46).

  In response to the operator 10001, a notification of successful connection (200 OK) is transmitted to the IP telephony server 9 (step S47).

  The IP telephony server 9 that has received the notification of successful connection performs a connection process with the IP telephone reception system 3 used by the operator 10001 in the transfer processing unit 32 via the call control protocol / dedicated message transmission / reception unit 34. Is called. Thereby, a call between the operator 60001 (IP telephone reception system 2) and the operator 10001 (IP telephone reception system 2) is established (transfer complete) (step S48).

Here, a disconnection notice (BYE) is transmitted to the IP telephony server 8 in order to disconnect the call at the IP telephone reception system 2 used by the operator 60001 (step S49).
The IP communication network processing unit (sub-line) 21 of the call control protocol / dedicated message / voice transfer packet processing unit 17 of the IP telephony server 8 that has received the disconnection notification via the call control protocol / dedicated message transmission / reception unit 22 A disconnection notice is transmitted to the server 9 (step S50).

  The IP telephony server 9 receives the disconnection notification by the IP call control protocol / dedicated message / voice transfer packet processing unit 29 via the call control protocol / dedicated message transmission / reception unit 34. As a result, connection processing is performed in the IP telephony server 9, and a call is established between the IP telephone reception system 3 and the telephone 11 (step S51).

According to the present invention configured as in the above-described embodiment, a plurality of IP telephony servers that implement a call between a customer and an operator are installed, and an IP telephony server that first receives a request for a call request from an operator It is determined whether or not there is a free line. When there is no free line, the free line information between the IP telephony servers is acquired. Then, the call processing between the operator and the customer is realized by performing transmission processing to the customer using the IP telephony server having a low line usage rate and transmitting and receiving voice packets between the IP telephony servers.
Therefore, it is possible to construct a call center system with a configuration that does not require a SIP server, instead of a method via a SIP server, which has been a problem in a call center system using VoIP technology. Further, by distributing the load on a specific device, it is possible to improve the stability and reliability of communication.

  As mentioned above, although the example of each embodiment of this invention was demonstrated, this invention is not limited to each said embodiment, unless it deviates from the summary of this invention described in the claim. Needless to say, other modifications and application examples are included.

  Further, in this specification, the processing steps describing time-series processing are not limited to processing performed in time series according to the described order, but are not necessarily performed in time series, either in parallel or individually. The processing (for example, parallel processing or object processing) is also included.

  DESCRIPTION OF SYMBOLS 1 ... LAN line, 2 ... IP telephone reception system, 3 ... IP telephone reception system, 4 ... ACD server, 5 ... ACD call distribution processing part, 6 ... ACD operator management part, 7 ... ACD resource management part, 8 ... IP telephony Server, 9 ... IP telephony server, 10 ... IP communication network, 11 ... telephone, 12 ... resource management unit, 13 ... IP communication network (external line) resource management unit, 14 ... IP communication network (extension) resource management unit, DESCRIPTION OF SYMBOLS 15 ... Transfer resource management part, 16 ... Sub-line resource management part, 17 ... Call control protocol / dedicated message / voice transfer packet processing part, 18 ... IP communication network processing part (outside line), 19 ... IP communication network use Processing unit (extension), 20 ... Transfer processing unit, 21 ... Sub-line processing unit, 22 ... Call control protocol / dedicated message processing unit, 23 ... LAN interface, 24 ... Resource 25 ... IP communication network (external line) resource management unit, 26 ... IP communication network (extension) resource management unit, 27 ... transfer resource management unit, 28 ... sub-line resource management unit, 29 ... call Control protocol / dedicated message / voice transfer packet processing unit, 30 ... IP communication network processing unit (external line), 31 ... IP communication network processing unit (extension), 32 ... transfer processing unit, 33 ... sub-line processing unit 34 ... Call control protocol / dedicated message processing unit, 35 ... LAN interface, 36 ... Resource management unit, 37 ... Call control protocol / dedicated message processing unit, 38 ... Call control protocol / dedicated message transmission / reception unit, 39 ... Main received voice Decoding processing unit, 40 ... main audio encoding processing unit, 41 ... monitoring received audio decoding processing unit, 42 ... audio transfer packet processing unit, 43 ... main audio transfer Packet processing unit, 44 ... audio transfer packet processing unit for monitoring, 45 ... audio transfer packet transceiver unit, 46 ... LAN interface

Claims (5)

First and second communication controls, each of which includes a plurality of main lines for external lines and a plurality of sub lines used for other purposes, and performs connection processing with the telephone in response to a call request from the IP telephone to the telephone connected to the external line Server,
A management server for managing the lines of the first and second communication control servers and the status thereof;
The first communication control server that has received the call request, when there is no free main line in its own server, inquires of the management server a communication control server that has a free main line,
The first communication control server receives free line information indicating that the main line of the second communication control server is free from the management server, and uses the sub line of the first communication control server to receive the second line. A call center system that establishes a call by connecting to the telephone via the external line using the main line of the second communication control server. The first and second communication control servers are each
An extension processing unit for performing communication processing in the communication control server;
An outside line management section that manages the status of the main line;
An external line processing unit that performs connection processing with an external line using an empty main line existing in the external line management unit;
A sub-line processing unit that performs communication processing with other communication control servers using the sub-line,
When the outgoing communication request is received by the first communication control server, the extension processing unit searches the outside line management unit, and when the main line is not available in the outside line management unit, the sub line processing unit When the management server is inquired of a communication control server having a vacant main line, and receives from the management server vacant line information indicating that the main line of the second communication control server is vacant, the sub line processing unit Connecting to the second communication control server using the sub line, and the processing unit for the outside line of the second communication control server uses the main line to connect to the telephone via the outside line to establish a call. Item 4. The call center system according to Item 1. The call center system according to claim 2, wherein the second communication control server has the largest number of empty main lines among communication control servers having empty main lines. When the first communication control server receives a call hold request from the IP phone, the extension processing unit transmits a hold request to the sub-line processing unit, and the sub-line processing unit Send a hold request to the management server,
The management server puts the status of the main line that established the communication on hold, sends a hold request to the second communication control server, and puts the hold on the telephone through the external line from the external line processing unit of the second communication control server The call center system according to claim 2, wherein a sound is transmitted and a holding tone is transmitted from the extension processing unit of the second communication control server to the IP telephone. Each of the first and second communication control servers includes a transfer processing unit for transferring between IP telephones,
When the first communication control server receives a transfer request from the first IP telephone to the second telephone, the sub-line processing unit of the first communication control server transmits the transfer request to the second communication control server. And
The transfer processing unit of the second communication control server that has received the transfer request transmits a call request to the second IP telephone, establishes a call between the second communication control server and the second telephone,
A disconnection notification is transmitted from the first IP telephone to the second communication control server, the first IP telephone and the second communication control server are disconnected, and a call from the second telephone to the telephone is performed. The call center system according to claim 2.

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