JP2011259188A - Call center system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To solve the problem of the conventional call center system in which: in a call center where calls are received from a large indefinite number of callers, an operator may respond with a mode which the caller does not intend, which makes the operator change the mode to a response mode which the caller desires after starting a call and requires labor to the caller and the operator.SOLUTION: Means to select a response mode at a time of calling from a caller is provided with an image call center system. In addition, means to identify a terminal of a caller is provided with the image call center system. According to the information acquired with those means, the image call center system can make a connection with a response mode which the caller intends.

Description

  The present invention relates to a call center system characterized in that a call is made by responding with an operator image or a character image in response to a caller terminal type or a request from the caller terminal.

  In the conventional image call center system, as disclosed in Patent Document 1, when a caller having a videophone call is received, an operator directly responds as it is in accordance with caller information created in advance. It is considered that an operator responds or a character response impersonates a character using an image of the character. And in patent document 1, after performing an operator response or a character response according to sender | caller information, a response method can mutually be changed into a character response or an operator response.

JP 2008-28884 A

  The above-described conventional image call center system responds with response means (character or operator) set in advance on the call center side, and the call center side terminal is constructed on the premise of a videophone. Further, since the call center side holds the caller information in advance, it is possible to deal with response means suitable for the caller.

  However, in the case of a call center such as a consultation center that receives calls from a large number of unspecified parties with different types of terminals, the terminals that respond are not all videophones, but softphones that can display images (TV phones) It is assumed that softphones without image display and general telephones are mixed. For this reason, some call center terminals do not support the response means (character or operator response etc.) desired by the caller. After the call is started, the caller must change to the connection means desired again, which is troublesome twice.

  Softphone is software installed on a general computer to make a call via the Internet. It is designed to be as easy to use as a normal telephone, and it is displayed on a general computer display. It is also possible to display an image. A character image refers to an image of a person, animal, robot, or the like appearing in a novel or animation.

  In order to solve the above-mentioned problems, the present invention prepares a plurality of telephone numbers for reception according to the response means on the call center side, and discloses them to the caller. Since the caller calls the telephone number corresponding to the desired response means, the call center selects a terminal that can respond to the response means (response by operator image, response by character image, response by voice call only). You can make an incoming call.

  The image call center system of the present embodiment can make a call by selecting a response means (response by an operator image, response by a character image, response by voice call only) when the caller makes a call. The response by the response means desired by the person can be provided.

It is a figure which shows an example of the system configuration | structure in an Example. It is a figure which shows an example of the CTI server functional block in an Example. It is a figure which shows an example of the operator terminal functional block in an Example. It is a figure which shows an example of the incoming call number management table in an Example. It is a figure which shows an example of the extension management table in an Example. It is a figure which shows an example of the operator management table in an Example. It is a figure which shows an example of the incoming call process sequence in an Example. It is a figure which shows an example of the reception information message format in an Example. It is a figure which shows an example of the incoming call distribution processing sequence in an Example. It is a figure which shows an example of the incoming call reception process flowchart in an Example. It is a figure which shows an example of the character change sequence in an Example. It is a figure which shows an example of the transfer sequence in an Example. It is a figure which shows an example of the transfer screen in an Example.

Hereinafter, an example of an embodiment of the present invention will be described with reference to the accompanying drawings.
FIG. 1 is a system configuration diagram showing an embodiment of an image call center system according to the present invention. The telephone exchange system 1 is installed in a call center and includes an IP-PBX (Internet Protocol-Private Branch eXchange) 2, a CTI (Computer Telephony Integration) server 3, an image server 4, and an operator terminal 5. As the operator terminal 5, for example, a general telephone, an IP telephone, a TV telephone (including a soft phone), and the like are assumed. A public network 9 (including a PSTN network and an IP network) in which a customer's subscriber telephone is accommodated is connected to the outside line trunk of the IP-PBX 2. Connected to the public network 9 are a user's telephone 6, a videophone 7 and the like who receive the service.

  Next, each device included in the telephone exchange system 1 will be described. The IP-PBX 2 performs telephone call control and the like between the public network 9 and the telephone exchange system 1 to connect a terminal connected to the public network 9 and a terminal in the telephone exchange system 1. The IP-PBX 2 can also connect terminals in the telephone exchange system 1. The CTI server 3 may be composed of, for example, a personal computer, and manages the incoming line call from the caller transmitted from the IP-PBX 2 and connects the incoming line call to the operator terminal 5 in the IP-PBX 2. To The image server 4 may be composed of, for example, a personal computer, holds an image file containing a still image or a moving image in a storage means such as a hard disk or a semiconductor memory, and uses an operator terminal based on information from the CTI server 3 5 transmits image information.

  For example, the operator terminal 5 includes a personal computer and a telephone. The operator terminal 51 formed of a personal computer is a terminal that has a telephone function, a camera function, and a voice change function for changing the operator's voice in the personal computer, and is capable of videophone communication using voice and camera images. . When the other party is a videophone, the operator terminal 51 is a terminal capable of acquiring an image of an operator who operates the terminal by using a camera function and transmitting it to the other party and displaying the other party's image on the display of the own device. As will be described later, communication using an image file (character image) obtained from the image server 4 is possible instead of the operator's image.

  The operator terminal 52 is a terminal that has a telephone function and a voice change function for changing an operator's voice in a personal computer, and does not have a camera function. Voice and image files can be communicated. If the other party is a videophone, the other party's image can be displayed. However, since there is no camera function, the image of the operator who operates the terminal cannot be sent to the other party. . However, communication is possible by transmitting the character image acquired from the image server 4 to the other party.

  The operator terminal 53 is configured by a general telephone (including an IP telephone that can only perform voice calls). The operator terminal 53 may have a voice change function that changes the voice of the operator. The operator terminal 53 can only perform voice communication. Even if the other party is a videophone, the other party's image is not displayed.

  The IP-PBX 2, the CTI server 3, the image server 4, and the operator terminal 5 are connected to the same LAN 10. The telephone exchange system 1 constructed in this way normally manages incoming calls from the caller terminals 6 and 7 and performs a reception work by distributing the incoming calls to a plurality of operator terminals 5. Note that a plurality of operator terminals 51 to 53 may be connected to the LAN 10.

  FIG. 2 is a functional block configuration diagram of an embodiment of the CTI server 3 of the present embodiment. In FIG. 2, the CTI server 3 is basically composed of a personal computer, for example, and includes interface means 31, incoming call management means 32, ACD (Automatic Call Distributer) control means 33, ACD storage means 34, determination. Means 35 are provided. The CTI server 3 is connected to the LAN interface of the IP-PBX 2 via the LAN 10. Each component of the CTI server 3 is connected to each other via the internal bus BU.

  The interface unit 31 includes a protocol interface function (for example, TCP / IP protocol) between the LAN 10 and the CTI server 3 and takes consistency with the LAN 10. The incoming call management means 32 has an incoming call management function from the public network 9 and an incoming call control sequence function, and provides a connection command for connecting the customer's external incoming call provided from the interface means 31 to the operator terminal 5 as an interface. The data is transmitted to the IP-PBX 2 via the means 7. The ACD control means 33 controls the operations of the interface means 31, the incoming call management means 32, the ACD storage means 34, and the determination means 35 via the internal bus BU based on the microprocessor.

  The ACD storage means 34 is composed of a memory such as a hard disk or a semiconductor element, and includes an incoming number management table 341 for managing the correspondence between incoming numbers and response characters, extension numbers of the telephone exchange system 1 and types of terminals corresponding thereto. And an operator managing the operator ID number, the operator name, the extension number currently used by the operator, the current state of the operator, etc. A management table 343 is stored. The determination unit 35 receives information of each table from the ACD storage unit 34 under the control of the ACD control unit 33 and determines the incoming call distribution to the operator terminal 5.

  The determination unit 35 determines which operator terminal 5 in the telephone exchange system 1 receives an incoming call from the public network 9. The determination unit 35 includes a response destination determination unit 351, a counterpart terminal confirmation unit 352, and a receiving terminal selection unit 353. The response destination determination unit 351 refers to the incoming call number management table 341 and determines whether the incoming call number is an operator or character response. The counterpart terminal confirmation unit 352 refers to the incoming call number management table 341 and confirms whether the incoming call number is an incoming number for a TV phone or an incoming number for a conventional phone. The receiving terminal selection unit 353 refers to the extension management table 342 and selects a terminal that is not currently used among the terminals that satisfy the response conditions specified by the response destination determination unit 351 and the counterpart terminal confirmation unit 352.

  FIG. 3 is a functional block configuration diagram of an embodiment of the operator terminals 51 and 52 of the present embodiment. In FIG. 3, the operator terminals 51 and 52 are basically composed of a personal computer, for example, and include an interface means 41, a control unit 42, a ringing tone ringing unit 43, an operation unit 44, an image acquisition unit 45, an image display unit 46, a voice. A function unit 47 and an audio output unit 48 are provided. Operator terminals 51 and 52 are connected to the LAN interface of IP-PBX 2 via LAN 10. In addition, the constituent elements of the operator terminals 51 and 52 are connected to each other via the internal bus BU.

  The interface means 41 has a protocol interface function between the LAN 10 and the operator terminals 51 and 52, and takes consistency with the LAN. The control unit 42 includes a telephone function management function and a telephone control sequence function, and controls operations of the ringing tone ringing unit 43, the operation unit 44, the image acquisition unit 45, the image display unit 46, the voice function unit 47, and the voice output unit 48. To do. The ringing tone ringing unit 43 receives an instruction from the IP-PBX 2 and the CTI server 3 and performs a process of ringing a ringing tone when receiving an incoming call from the caller terminals 6 and 7. The operation unit 44 notifies the control unit 42 of the operation performed by the operator at the operator terminals 51 and 52.

  The image acquisition unit 45 receives an instruction from the CTI server 3 and acquires an image file from the image server 4 and controls a camera function. The image display unit 46 performs processing for displaying information processed by the image acquisition unit 45 on the operator terminals 51 and 52 and processing for transmitting the image acquired by the image acquisition unit 45 to the IP-PBX 2 via the interface unit 41. . The voice function unit 47 performs a process of converting the voice of the operator according to the value instructed from the CTI server 3. The voice output unit 48 performs processing for transmitting the voice of the operator and the voice converted by the voice function unit 47 to the IP-PBX 2 via the interface unit 41.

  FIG. 4 shows an example of the configuration of the incoming call number management table 341 in the ACD storage means 34 of the CTI server 3 of this embodiment. In the present embodiment, a videophone and an incoming number dedicated to the telephone are prepared for each type of the person responding to the telephone call from the user, for example, an operator (human), an animal character such as a rabbit, a bear, and a tiger. In this embodiment, a TV phone table and a voice-only phone table are provided separately. However, these tables are combined into one table, and the number corresponding to the incoming call number is used for the TV phone. A column may be provided for determining whether the number is a number for a voice-only telephone.

  The incoming call number management table 341 is a table for managing which character, including the operator, each incoming call number corresponds to. This table includes fields of an incoming call number 601, a response destination 602, and a voice adjustment value 603. For each incoming call number 601, a response file name 602 of a character responding at the response destination 602 and a voice adjustment value 603 necessary for responding with the character are managed. The image server 4 stores image file information of the response destination 602. This table is used as determination information when the determination unit 35 of the CTI server 3 distributes the incoming call to the operator terminal 5.

  FIG. 5 is a configuration example of the extension management table 342 of the ACD storage unit 34 of the CTI server 3 of this embodiment. The extension management table 342 is a table for managing what functions each operator terminal 5 of the telephone exchange system 1 has. The extension management table 342 includes an extension number 701 of each operator terminal 5 and a terminal type 702 field that stores the functions of the operator terminal 5 having the extension number. This table is used as determination information for the determination unit 35 of the CTI server 3 to distribute incoming calls to the operator terminal 5.

  FIG. 6 is a configuration example of the operator management table 343 of the ACD storage unit 34 of the CTI server 3 of this embodiment. The operator management table 343 includes fields of an operator ID number 801, an operator name 802, an operator work level 803, an operator sex 804, an extension number 805 currently used by the operator, and an operator status 806. . This table is used as determination information for the determination means 35 of the CTI server 3 to distribute incoming calls to the operator terminals 5.

FIG. 7 shows an incoming call processing sequence according to this embodiment. In this sequence, an embodiment will be described in which the telephone exchange system 1 responds with an image to an incoming call from an outside line.
First, the IP-PBX 2 that receives an incoming call from the public network 9 sends an incoming call notification 201 including the incoming call number to the CTI server 3. The CTI server 3 receives this incoming call notification 201, determines what type of response the user is requesting based on the incoming call number, and transfers the incoming call to an appropriate operator terminal 5, so that the incoming call distribution process 211 is performed. When the CTI server 3 selects the operator terminal 5 to which the incoming call from the user is connected by the incoming call distribution process 211, the extension connection request 202 is sent to the IP-PBX 2 in order to connect the incoming call from the user to the selected operator terminal 5. Send. The extension connection request 202 includes the extension number of the operator terminal 5 selected by the CTI server 3.

  The IP-PBX 2 sets the extension reservation 203 to the operator terminal 5 having the extension number that is the target of the extension connection request 202 from the CTI server 3 in order to receive an incoming call after waiting for a response acceptance preparation of the operator terminal 5. Do. When the operator terminal 5 receives the extension reservation 203, it enters an incoming call waiting state. In addition, the CTI server 3 sends an extension connection request 202 to the IP-PBX 2 and performs an acceptance information notification 204 to inform the operator terminal 5 what kind of response the user wants.

  FIG. 8 shows a message format of the reception information notification 204 of the CTI server 3 of this embodiment. The reception information notification 204 includes information of a call management number 1001, camera activation information 1002, character image presence / absence information 1003, response character information 1004, necessity / unnecessity of voice adjustment 1005, and voice adjustment value 1006.

  Using the information stored in the received reception information notification 204, the operator terminal 5 performs an incoming call reception process 212 which is a preparation for responding to an incoming call. In order to respond with an image, the operator terminal 5 makes a character information acquisition request 205 including response character information 1004 to the image server 4 and receives a character information notification 206 from the image server 4. The character information notification 206 includes character image information corresponding to the response character information 1004.

  When the operator terminal 5 acquires the character image, the operator terminal 5 becomes ready to respond, and transmits a response preparation OK 207 to the IP-PBX 3. The IP-PBX 2 receiving this makes an extension call 208 to the operator terminal 5. Upon receiving the extension call 208, the operator terminal 5 sounds a ringtone and informs the operator of the incoming call. The operator responds to this incoming call and the call 209 is started. When the character image 1003 of the reception information notification 204 is “None”, the operator terminal 5 can enter a response ready state without performing communication with the image server 4.

  FIG. 9 is a flowchart of the incoming call distribution processing 211 executed by the determination unit 35 of the CTI server 3 of this embodiment. The CTI server 3 that has received the incoming call notification 201 from the IP-PBX 2 performs a process of distributing the incoming call to the operator terminal 5. The response destination determination unit 351 of the determination unit 35 confirms the incoming call number designated by the incoming call notification 201 (901). Then, the response destination determination unit 351 searches for the incoming call number 601 in the incoming call number management table 341 using this incoming call number, refers to the response destination 602 corresponding to this incoming call number, and requests a response by either the character or the operator. It is determined whether it is done (902).

  When the response by the character is requested, the operator's video is not necessary, so that the operator terminal 5 without the camera can be used. Therefore, the receiving terminal selection unit 353 of the determination unit 35 searches for the terminal type 702 in the extension management table 342 and acquires the extension number 701 of the terminal without camera. Then, the receiving terminal selection unit 353 refers to the state 806 of the operator management table 343 using the acquired extension number, and determines whether the operator terminal 52 (without the camera function) in the operator terminal 5 has a vacancy. The extension to be connected is extracted (911).

  If there is an available extension that matches the search condition, the incoming call management means 32 transmits a connection request 202 to the IP-PBX 2 to connect to the extracted extension (906). If a plurality of extension numbers are extracted in step 911, the determination means 35 or the incoming call management means 32 may select any one number from them. Then, the incoming call management means 32 extracts response destination character information 602 and voice adjustment value 603 assigned to the incoming call number from the incoming call number management table 341, and creates reception information 204 necessary for the operator terminal 52 to respond. To do. For example, as the reception information 204, the incoming call management means 32 includes “no camera activation” in the camera activation information 1002, “character image exists” in the character image information 1003, “Usagi” in the character information 1004, and “voice” in the voice adjustment information 1005. “XX” is stored in the “adjustment required” and voice adjustment value 1006 (907). Finally, the incoming call management means 32 notifies the reception information created for the extension number extracted in step 911 (908).

  If there is no vacant extension in step 911, the receiving terminal selection unit 353 searches the terminal type 702 in the extension management table 342 again, and this time acquires the extension number 701 of the operator terminal 5 with the camera. . Then, the receiving terminal selection unit 353 refers to the state 806 of the operator management table 343 using the acquired extension number, and determines whether or not the operator terminal 51 (with camera function) in the operator terminal 5 has a vacancy. The extension to be connected is extracted (912).

  Steps 906 to 907 that are processes when there is an empty extension that matches the search condition are the same as described above. In this case, the incoming call management means 32 sets the camera activation information 1002 of the reception information 204, the character image information 1003 “no character image”, the voice adjustment information 1005 “voice adjustment required”, and the voice adjustment value 1006 “XX”. Is stored (907). Although the operator terminal 51 is equipped with a camera, the camera activation information 1002 of the reception information 204 is “no camera activation” as described above. The incoming call management unit 32 notifies the reception information created in 907 to the extension extracted in step 912 (908).

  If there is no vacant extension in step 912, the receiving terminal selection 353 again searches the terminal type 702 in the extension management table 341, and this time acquires the extension number 701 of the operator terminal 5 of the telephone. Then, the receiving terminal selection unit 353 refers to the state 806 of the operator management table 343 using the acquired extension number, and determines whether the operator terminal 53 (telephone) in the operator terminal 5 has a vacancy. The extension to be connected is extracted (913).

  Steps 906 to 907 that are processes when there is an empty extension that matches the search condition are the same as described above. In this case, the incoming call management means 32 indicates “no camera activation” in the camera activation information 1002 of the reception information 204, “no character image” in the character image information 1003, “voice adjustment required” in the voice adjustment information 1005, voice The adjustment value 1006 “XX” is stored (907). If the corresponding telephone does not have the voice function unit 47, the voice adjustment information 1005 may be “no voice adjustment required” and the voice adjustment value 1006 “0”. The incoming call management means 32 notifies the reception information created in 907 to the extension extracted in step 913 (908). As a result, even the telephone terminal 53 that does not have the function of transmitting an image cannot transmit the image, but can respond with the voice of the character of the connection request.

  If there is no empty extension that matches the search condition in all of Steps 911 to 913, the incoming call management means 32 connects the incoming call to the waiting call talkie by the existing ACD function (941). The incoming call management means 32 stores the incoming call in the waiting call table, and waits for the incoming call processing until the operator terminal 5 becomes available (942).

  When the connection to the operator is requested in step 902, the counterpart terminal confirmation unit 352 of the determination means 35 searches the incoming number 601 in the incoming management number table 341 using the incoming call number, and the counterpart terminal is a videophone. It is determined to which of the incoming call numbers for telephone and telephone the connection is requested (904).

  If the incoming call number is for a videophone, it is better to send the operator's video to the caller terminal. The receiving terminal selection unit 353 searches the terminal type 702 in the extension management table 342 and acquires the extension number 701 of the operator terminal 5 with the camera. Then, the receiving terminal selection unit 353 refers to the state 806 of the operator management table 343 using the acquired extension number, and there is an empty one of the operator terminals 51 (with a camera) corresponding to the extension number. The extension to be connected is extracted (905).

  If there is an available extension that matches the search condition in step 905, the incoming call management means 32 transmits a connection request 202 to the IP-PBX 2 in order to connect to the extracted extension (906). When a plurality of extension numbers can be extracted, the incoming call management means 32 may select any one number from them.

  The incoming call management means 32 creates reception information 204 necessary for the operator terminal 52 to respond. The incoming call management means 32 stores, for example, “camera activated” in the camera activation information 1002, “no character image” in the character image information 1003, and “no voice adjustment required” in the voice adjustment information 1005 as the reception information 204 (907). . Finally, the incoming call management unit 32 notifies the reception information 204 created in step 907 to the extension number extracted in step 905 (908).

  If there is no free extension in step 905, the receiving terminal selection unit 353 again searches the terminal type 702 in the extension management table 342, and this time acquires the extension number 701 of the operator terminal 5 without a camera. . Then, the receiving terminal selection unit 353 refers to the state 806 of the operator management table 343 using the acquired extension number, and determines whether or not the operator terminal 52 (without the camera function) in the operator terminal 5 has a vacancy. The extension to be connected is extracted (931).

Steps 906 to 907 that are processes when there is an empty extension that matches the search condition are the same as described above. In this case, the incoming call management means 32 includes, for example, “no camera activation” in the camera activation information 1002, “character image present” in the character image information 1003, character information 1004 “Panda”, and voice adjustment information. “Voice adjustment unnecessary” is stored in 1005 (907). In this way, when responding at the operator terminal 52 without a camera, it is possible to respond by flowing the operator image file stored in the image server 4 instead of the operator video from the camera. In addition, the character to select may be arbitrary. In addition to this, it is also possible to have only a voice response without a character image.
The incoming call management means 32 notifies the extension extracted in step 931 of the reception information created in step 907 (908).

  If there is no available extension in step 931, the receiving terminal selection unit 353 searches the terminal type 702 in the extension management table 342 again, and this time acquires the extension number 701 of the operator terminal 5 of the telephone. Then, the receiving terminal selection unit 353 refers to the state 806 of the operator management table 343 using the acquired extension number, and determines whether the operator terminal 53 (telephone) in the operator terminal 5 has a vacancy. The extension to be connected is extracted (932).

  Steps 906 to 907 that are processes when there is an empty extension that matches the search condition are the same as described above. In this case, the incoming call management means 32 stores “no camera activation” in the camera activation information 1002 of the reception information 204, “no character image” in the character image information 1003, and “no voice adjustment required” in the voice adjustment information 1005. (907). The incoming call management means 32 notifies the extension extracted in step 932 of the reception information created in step 907 (908). That is, when responding with the operator terminal 53 having only the telephone function, the response can be made only with voice.

If there is no available extension that matches the search condition in step 932, the incoming call management means 32 connects the incoming call to the waiting call talkie by using the existing ACD function (941). The incoming call management means 32 stores the incoming call in the waiting call table, and waits for the incoming call processing until the operator terminal 5 becomes available. (942)
If it is determined in step 904 that the connection to the telephone is requested by the partner terminal confirmation unit 352, the receiving terminal selection unit 353 searches for the terminal type 702 in the extension management table 342, and The extension number 701 of the operator terminal 5 is acquired. Then, the receiving terminal selection unit 353 refers to the state 806 of the operator management table 343 using the acquired extension number, and determines whether the operator terminal 53 (telephone) in the operator terminal 5 has a vacancy. The extension to be connected is extracted (921).

  If there is an available extension that matches the search condition in step 921, the incoming call management means 32 transmits a connection request 202 to the IP-PBX 2 in order to connect to the extracted extension (906). The incoming call management means 32 creates reception information 204 for the operator terminal 53. The reception information 204 stores “no camera activation” in the camera activation information 1002, “no character image” in the character image information 1003, and “no voice adjustment required” in the voice adjustment information 1005 (907). The incoming call management means 32 notifies the reception information created in 907 to the extension extracted in 921 (908).

  If there is no vacant extension in step 921, the receiving terminal selection 353 again searches the terminal type 702 in the extension management table 342, and this time, the extension number 701 of the operator terminal 5 which is a videophone without a camera. To get. Then, the receiving terminal selection unit 353 refers to the state 806 of the operator management table 343 using the acquired extension number, and determines whether or not the operator terminal 52 (without the camera function) in the operator terminal 5 has a vacancy. The extension to be connected is extracted (922).

  The incoming call management means 32 transmits a connection request 202 to the IP-PBX 2 in order to connect to the extracted extension when there is an empty extension that matches the search condition in step 922 (906). The incoming call management means 32 creates reception information 204 for the operator terminal 53. The reception information 204 stores “no camera activation” in the camera activation information 1002, “no character image” in the character image information 1003, and “no voice adjustment required” in the voice adjustment information 1005 (907). The incoming call management means 32 notifies the reception information created in step 907 to the extension extracted in 921 (908).

  If there is no free extension in step 922, the receiving terminal selection 353 searches for the terminal type 702 in the extension management table 342, and this time the extension number 701 of the operator terminal 5, which is a videophone with a camera, is obtained. get. Then, the receiving terminal selection unit 353 refers to the state 806 of the operator management table 343 using the acquired extension number, and there is an empty one of the operator terminals 51 (with a camera) corresponding to the extension number. Whether the extension is connected or not is extracted (923).

  When there is an empty extension that matches the search condition in 923, the incoming call management means 32 transmits a connection request 202 to the IP-PBX 2 to connect to the extracted extension (906). The incoming call management means 32 creates reception information 204 for the operator terminal 53. The reception information 204 stores “no camera activation” in the camera activation information 1002, “no character image” in the character image information 1003, and “no voice adjustment required” in the voice adjustment information 1005 (907). The incoming call management means 32 notifies the reception information created in 907 to the extension extracted in 921 (908).

  If there is no idle extension that matches the search condition in step 923, the incoming call management means 32 connects the incoming call to the waiting call talkie (941). The incoming call management means 32 stores the incoming call in the waiting call table, and waits for the incoming call processing until the operator terminal 5 becomes available (942).

  FIG. 10 is a flowchart of the incoming call reception process 212 of the operator terminal 5 of this embodiment. The operator terminal 5 that has received the reception information notification 204 from the CTI server 3 performs an incoming call reception process 212. The image acquisition unit 45 of the operator terminal 5 acquires the reception information 204 and uses the camera activation information 1002 of the reception information 204 to determine whether camera activation is necessary (1101). If the camera activation is not necessary, that is, in the case of a call with a character image or a call without an image, the image acquisition unit 45 uses the character image information 1003 in the reception information 204 to determine whether character image information needs to be acquired. (1102).

  When it is necessary to acquire character image information, the image acquisition unit 45 makes an image information acquisition request 205 to the image server 4 in order to acquire the character information set in the character information 1004 in the reception information 204. (1103) Image information is acquired from the image server 4 (1104). In this embodiment, since the character image file name is stored in the character information 1004, the image acquisition unit 45 may inquire of the image server 4 for file acquisition using the character information 1004 as it is.

  When the acquisition of the image information is completed or when the acquisition of the character image is not necessary (“None” in step 1102), the voice function unit 47 refers to the voice adjustment information 1005 included in the reception information notification 204, and adjusts the voice adjustment. It is determined whether or not processing is necessary (1105). When voice adjustment is necessary, the voice function unit 47 adjusts the voice change function in the operator terminal 5 in accordance with the value of the voice adjustment value 1106 of the reception information 204 (1106). When the processing of the image acquisition unit 45 and the voice adjustment unit 47 is completed, the ringing tone ringing unit 43 rings the ringing tone of the operator terminal 5 and makes it ready for response (1107).

In step 1101, if the image acquisition unit 45 determines that the camera needs to be activated, that is, if the transmission source desires a response from the operator, the image acquisition unit 45 activates the camera in the operator terminal 5 ( 1008). When the camera activation process of the image acquisition unit 45 is completed, the ringing tone ringing unit 43 rings the ringing tone of the operator terminal 5 and makes it ready for response (1107).
When the voice adjustment unit 47 determines that the voice adjustment is unnecessary (1105), the ringing tone ringing unit 43 rings the ringing tone of the operator terminal 5 and makes it possible to respond (1107).

  FIG. 11 shows an example of the character change sequence of this embodiment. There is a case where the caller requests a call with a different character after answering the incoming call from the caller. If the character change can be performed by the caller's operation, the character change may be repeated unnecessarily, so in this example, the operator receives a request from the caller and changes the character by the operator's operation. Do.

  In order to change the character, an operation for setting the image and voice to the corresponding character is performed. For this reason, it is not necessary to transfer the character change to another operator, and the response can be completed by one operator. In addition, the call with the operator can be changed from the videophone to the call with the character image, and conversely, the call with the character image can be changed to the call with the operator.

  The sequence for executing the character change will be described below. In a state where the operator terminal 5 and the caller terminal 7 are in a call, the operator who has received a character change request from the caller transmits a character change request 1201 from the operator terminal 5 to the CTI server 3. The character change request 1201 includes response destination information 602 to be changed selected by the operator from the incoming number management table 341.

  Upon receiving the character change request 1201, the incoming call management means 32 of the CTI server 3 transmits an external line hold request 1202 to the IP-PBX 2. Further, the determination unit 35 performs an incoming call distribution process 211 using the incoming call number 601 corresponding to the response destination information 602 included in the character change request from the incoming call number management table 341. The incoming call management unit 32 notifies the reception information 1204 created as a result of the incoming call distribution process 211 to the operator terminal 5. Upon receiving the hold request 1202 from the CTI server 3, the IP-PBX 2 sends a hold sound 1203 to the caller terminal 7.

  In the operator terminal 5 that has received the reception information 1204, the image acquisition unit 47 transmits a character information acquisition request 1205 set in the reception information 1204 to the image server 4, and the image server 4 notifies the corresponding character information 1206. Receive. The operator terminal 5 that has received the character information notification 1206 sends a response preparation OK 1207 to the IP-PBX 2. The IP-PBX 2 that has received the response preparation OK 1207 stops sending the hold sound 1208 to the caller terminal, the operator terminal 5 and the caller terminal 7 are again in a call state, and the character change ends.

  FIG. 12 shows another embodiment of the transfer sequence of this embodiment, and describes the case where the operator terminal is changed. If the operator who responds to the incoming call from the caller once cannot respond, it must be transferred to another operator. FIG. 13 illustrates a sequence for transferring to a different operator and having a character image respond during a character image call.

  In a state where the operator terminal 5 and the caller terminal 7 are talking, when a transfer is required to another operator, a transfer request 1301 is transmitted from the operator terminal (transfer source) 5 to the CTI server 3. To do. The transfer request 1301 includes a job level of the operator to be transferred corresponding to the job level 803 of the operator management table 343 and response destination information 602 to be changed selected by the operator from the incoming call number management table 341. The response destination determination unit 351 of the CTI server 3 determines the operator level 803 and the availability status 806 from the extension management table 342 and the operator management table 343, and extracts the extension number to be transferred. Then, the connection request 1302 to the extracted extension number is transmitted from the CTI server 3 to the IP-PBX 2. In addition, the IP-PBX 2 sends a hold tone 1303 to the caller terminal 7 and calls the extension number 1304 included in the connection request 1302.

  When the operator terminal (forwarding destination) 5 that has received the extension call 1304 responds to an incoming call from the IP-PBX 2, the operator terminal 5 (forwarding source) and the operator terminal 5 (forwarding destination) are connected to enter a call state. After the call between the transfer source and the transfer destination, when the transfer source accepts the transfer acceptance and the transfer source operator terminal 5 performs the disconnection 1305, the disconnection is notified to the CTI server 3 and the IP-PBX2. When the disconnection is performed, the incoming call management means 32 of the CTI server 3 that has received the disconnection information changes the response destination information 602 selected by the operator from the incoming number management table 341 and the terminal from the extension management table 342. The reception information is created with reference to the type 702, and the transfer destination extension is notified 1306.

  In this embodiment, the response destination information 602, that is, the case where the character type is changed from “Usagi” to “Tora” according to the change of the operator is described, but the response destination information is not necessarily changed. There is no need to do.

  Upon receiving the reception information notification 1306, the operator terminal 5 sends the character information acquisition request 1307 set in the reception information 204 to the image server 4 from the image acquisition unit 47, and the image server 4 notifies the character information 1308. Receive. Upon receiving the character information notification 1308, the transfer destination operator terminal 5 sends a response preparation OK 1309 to the IP-PBX 2. The IP-PBX 2 that has received the response preparation OK 1309 stops sending the hold tone 1310 to the caller terminal, the operator terminal 5 (transfer destination) and the caller terminal 7 are again in a call state, and the transfer ends. . As a result, the transfer destination operator can also make a call with the designated character.

  FIG. 13 shows an example of a transfer screen for performing character change and transfer on the operator terminal 5 of this embodiment. The transfer screen includes a transfer character list 141, a character change button 142, and a transfer button 143. The transfer character list 141 is acquired from the incoming call number management table 341 of the CTI server 3 and displays the transfer destination. When the operator selects a transfer character from the transfer character list 141 and presses the character change button 142, the telephone exchange system 1 performs the operation of the character change sequence shown in FIG. When a transfer character is selected from the transfer character list 141 and the transfer button 143 is pressed, the character change sequence shown in FIG. 13 is performed. If the operator simply presses the transfer button 143, the call can be transferred to another operator according to the character change sequence of FIG. 13 without changing the character as it is.

  The image call center system of the present embodiment can make a call by selecting a response means (response by an operator image, response by a character image, response by voice call only) when the caller makes a call. The terminal on the user side can receive the service regardless of the terminal type, and can receive the response by the desired response means. Further, even when a plurality of types of answering terminals are mixed and the answering means desired by the caller is not available, it is possible to cope with it, so that the deterioration of the call center service can be reduced. it can. Further, since it is possible to switch the response means during the response, it becomes possible to respond to the needs of the caller each time, so that a detailed service can be provided.

  Further, even when a plurality of types of response terminals are mixed and a response that does not meet the sender's request is made, a response means that enables the best response at that time is selected.

1 Telephone switching system 2 IP-PBX
3 CTI Server 4 Image Server 5 Operator Terminal 341 Called Number Management Table 342 Extension Management Table 343 Operator Management Table 35 Judgment Unit

Claims (7)

In a telephone exchange system for connecting a call from a caller terminal to an operator terminal used by an operator who handles the caller,
And a server for determining whether the caller is requesting an operator response based on an operator's own video or a character response using a character image based on the incoming call number used in the call. Telephone exchange system. The telephone exchange system according to claim 1,
A first video phone with a camera that captures an image of the operator;
A second video phone without the camera;
And a telephone for making a voice call without video,
When the server determines that the caller is requesting a character response, the server searches for the second videophone, the first videophone, and a telephone that is not used in the order of the telephones. A telephone exchange system. The telephone exchange system according to claim 2,
The server determines a character type that the caller requests a response based on the incoming call number, and notifies the searched unused phone to the determined character type. Telephone exchange system. The telephone exchange system according to claim 3,
It further includes an image server that holds images of multiple types of characters,
The telephone exchange system, wherein the telephone notified of the character type from the server acquires an image corresponding to the character type notified from the image server. The telephone exchange system according to claim 1,
A first video phone with a camera that captures an image of the operator;
A second video phone without the camera;
And a telephone for making a voice call without video,
When it is determined that the caller is requesting an operator response, the server determines whether the caller terminal is one of the first videophone and the second videophone based on the incoming call number. A telephone exchange system for determining whether the terminal is a terminal having a function corresponding to the above or a terminal having a function corresponding to the telephone. The telephone exchange system according to claim 5,
When the server determines that the caller's terminal has a function corresponding to either the first videophone or the second videophone, the first videophone, the second TV A telephone exchange system for searching for a telephone that is not used in the order of the telephone and the telephone. The telephone exchange system according to claim 5,
The server is not used in the order of the telephone, the second videophone, and the first videophone when it is determined that the caller's terminal is a terminal having a function corresponding to the telephone. A telephone exchange system characterized by searching for a telephone.

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