JP2013138291A - Incoming call control device and incoming call control method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To call back to a caller in consideration of the state of incoming calls from the caller.SOLUTION: An incoming call control device is connected with a telephone exchange which distributes incoming calls to a plurality of telephone sets and receptionist business devices which accept the incoming calls distributed by the telephone exchange via a network. The incoming call control device comprises: a control unit which manages the incoming calls and the turn waiting of originating calls from the receptionist business devices to callers corresponding to the incoming calls; and a storage unit for storing in a priority determination table the incoming calls, the originating calls, and priority information by associating the incoming calls and the originating calls with the priority information of the incoming calls and the originating calls. The control unit rearranges processing order of the incoming calls and the originating calls on the basis of the priority information stored in the priority determination table.

Description

  The present invention relates to an incoming call control device and an incoming call control method, and is preferably applied to an incoming call control device and an incoming call control method for reserving an outgoing call according to an incoming situation.

  Conventionally, an ACD (Automatic Call Distribution) system has been used for incoming call control in call center operations such as mail order and inquiries. Generally, in the waiting call control in the ACD system, a system is adopted in which an incoming call that has been waiting for a response for the longest time is connected to the operator.

  However, during the busy hour, the number of waiting calls increases, and the waiting time until connection with the operator becomes long. For this reason, depending on the caller, there is a case where the call is repeated several times without waiting for a long time. When the caller calls back to the call center a plurality of times, it is not a continuous waiting call, so the order of waiting for an incoming call to the operator is always the last. Therefore, the situation does not lead to the operator despite making a plurality of telephone calls, and it often develops to a complaint that “the telephone is not connected no matter how many times it is called”.

  Therefore, Patent Document 1 discloses a technique for automatically changing the priority order of incoming calls according to the waiting time of the caller and the number of times of call back. Patent Document 2 discloses a technique in which, when the same caller makes a call once and waits for a connection to an operator, the call is interrupted in the middle of the queue according to the previous waiting time. According to Patent Document 1 and Patent Document 2, it is possible to connect to an operator fairly based on a plurality of transmission situations as well as a single transmission situation from a sender.

JP 2007-306424 A JP 2000-224302 A

  As described above, it is also known that, when the number of phone calls is large, the operator is preferentially connected to the phone, or the voice response device automatically calls back. However, the callback by the voice response device is simply a call back to the incoming call, and the caller is not called back in consideration of the incoming situation from the caller.

  The present invention has been made in consideration of the above points, and intends to propose an incoming call control device and an incoming call control method capable of making a call back to the caller in consideration of an incoming call situation from the caller. It is.

  In order to solve such a problem, in the present invention, a telephone exchange that distributes an incoming call to a plurality of telephones, and an incoming call that is connected via a network to a receptionist business device that accepts the incoming call distributed from the telephone exchange. A call control device, the control unit managing the waiting of the outgoing call from the acceptor business device to the caller corresponding to the incoming call and the incoming call, the incoming call and the outgoing call, A storage unit that associates the priority information of the incoming call and the outgoing call with each other and stores it in the priority determination table, the control unit based on the priority information stored in the priority determination table, An incoming call control device is provided, wherein the processing order of the outgoing call is rearranged.

  According to such a configuration, the incoming call distributed from the telephone exchange and the priority information of the incoming call are stored in the priority determination table in association with each other, and the incoming call is based on the priority information of the incoming call and the outgoing call. And the processing order of the outgoing call is rearranged. This not only changes the order of incoming calls based on the incoming information including the waiting time from the caller and the number of repeat calls, but also based on the caller's incoming information when the operator calls back to the caller. The order of outgoing calls can be changed, and the efficiency of the entire call center operation can be improved.

  According to the present invention, it is possible to call back to a caller in consideration of an incoming call situation from the caller.

It is a block diagram which shows the structure of the incoming call control system which concerns on one Embodiment of this invention. It is a block diagram which shows the internal structure of each apparatus concerning the embodiment. It is a chart which shows an example of the queue priority determination table concerning the embodiment. It is a chart which shows an example of the queue priority determination table concerning the embodiment. It is a conceptual diagram explaining the queue rearrangement process according to the embodiment. It is a chart which shows an example of the queue priority determination table concerning the embodiment. It is a chart which shows an example of the queue priority determination table concerning the embodiment. It is a conceptual diagram explaining the queue rearrangement process according to the embodiment. It is a chart which shows an example of the queue priority determination table concerning the embodiment. It is a chart which shows an example of the queue priority determination table concerning the embodiment. It is a chart which shows an example of the queue priority determination table concerning the embodiment. It is a conceptual diagram explaining the queue rearrangement process according to the embodiment. It is a conceptual diagram which shows an example of the receiver operation screen concerning the embodiment. 6 is a timing chart showing priority control processing of an incoming queue according to the embodiment. It is a processing flow which shows the queue priority determination process concerning the embodiment. 6 is a timing chart showing priority control processing of an incoming queue according to the embodiment. It is a processing flow which shows the queue priority determination process concerning the embodiment. It is a timing chart which shows the priority control process of the transmission queue concerning the embodiment. It is a timing chart which shows the priority control process of the transmission queue concerning the embodiment.

  Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings.

(1) Outline of the present embodiment First, the outline of the present embodiment will be described. Conventionally, an ACD (Automatic Call Distribution) system has been used for incoming call control in call center operations such as mail order and inquiries. Generally, in the waiting call control in the ACD system, a system is adopted in which an incoming call that has been waiting for a response for the longest time is connected to the operator.

  However, during the busy hour, the number of waiting calls increases, and the waiting time until connection with the operator becomes long. For this reason, depending on the caller, there is a case where the call is repeated several times without waiting for a long time. When the caller calls back to the call center a plurality of times, it is not a continuous waiting call, so the order of waiting for an incoming call to the operator is always the last. Therefore, the situation does not lead to the operator despite making a plurality of telephone calls, and it often develops to a complaint that “the telephone is not connected no matter how many times it is called”.

  Therefore, a technique for automatically changing the priority order of incoming calls according to the waiting time of the caller and the number of calls is disclosed. In addition, a technique is disclosed in which when the same caller makes a call once and waits for connection to an operator, the call is interrupted in the middle of the queue according to the previous waiting time. According to the above technique, it is possible to connect to an operator fairly based on not only a single transmission situation from a caller but also a plurality of transmission situations.

  As described above, it is also known that, when the number of phone calls is large, the operator is preferentially connected to the phone, or the voice response device automatically calls back. However, the callback by the voice response device is simply a call back to the incoming call, and the caller is not called back in consideration of the incoming situation from the caller. For example, if you are a caller who has been calling back multiple times when receiving a call, the caller will receive the call preferentially or call back for an incoming call that could not be connected to the operator. By managing the call and the outgoing call as one queuing information, the distribution process of the incoming call and the outgoing call in the call center can be performed efficiently.

  The present invention has been made in consideration of the above points. By confirming the caller's incoming status for an incoming call from the caller to the call center, the incoming queue and the outgoing queue are managed in an integrated manner. , Incoming call priority processing and outgoing call reservation management processing are performed. As a result, it is possible to provide the optimum service to the customer who sends to the call center.

(2) Configuration of Incoming Call Control System Next, the configuration of the incoming call control system 1 according to the present embodiment will be described. As shown in FIG. 1, the incoming call control system 1 includes an incoming call control device 10, acceptor business devices 20 a, 20 b, 20 c, and 20 d (hereinafter sometimes referred to as acceptor business device 20). It is composed of multi-function telephones 21a, 21b, 21c, 21d (hereinafter sometimes referred to as multi-function telephone 21), PBX (Private Branch eXchange) 30, and public network 40.

  The PBX 30 is a private branch exchange and is a relay device when a plurality of multi-function telephones 21 are connected to the public network 40 and used. The PBX 30, the recipient service device 20, and the incoming call control device 10 are connected via a communication network such as a LAN (Local Area Network) and can communicate with each other.

  The incoming call control device 10 is connected to the PBX 30 and distributes incoming calls from the outside via the public network 40 to a plurality of multi-function telephones 21 by the ACD function. The incoming call control device 10 has a function of displaying management information on a display screen and setting various operation data, and stores statistical data, system data, business data, and the like. The incoming call control device 10 includes an OS 11, ACD management software 12, a database 13, and the like. In the database 13, the ACD management software 12 activated on the OS 11 refers to the system data and statistical data stored in the database 13 and executes the ACD function.

  The receptionist business device 20 is a device that is paired with the multi-function telephone 21 and is operated by an operator who uses the multi-function telephone 21 to make an incoming call from a customer or make a call to the customer. The multi-function telephone 21 is connected to the PBX 30 and accepts an incoming call relayed through the PBX 30 or makes a call to an external telephone.

  Incoming call information from outside via the public network 40 is received by the PBX 30 and notified to the incoming call control device 10. The incoming call control device 10 that has received incoming information from the PBX 30 performs equal distribution of incoming calls by the ACD function. The equal distribution method of incoming calls is a method of connecting to an operator from an incoming call that has been waiting for a response for the longest time among incoming calls (waiting calls) that have been waiting. The incoming call control device 10 notifies the PBX 30 and the receiver business device 20 of the equal distribution information of the incoming call. The PBX 30 that has been notified of the uniform distribution information sets the multi-function telephone 21 to the incoming state. In addition, the acceptor task apparatus 20 notified of the uniform distribution information is also in the incoming state. At this time, the receiver business device 20 and the multi-function telephone 21 operate in conjunction with each other, and the incoming call information is displayed on the receiver information apparatus 20, and at the same time, the multi-function telephone 21 enters the incoming state. The incoming call control device 10 monitors the operating states of the acceptor service device 20 and the multi-function telephone 21 and selects an optimum terminal for distributing incoming calls.

(3) Internal Configuration of Each Device Next, the internal configuration of each device constituting the incoming call control system 1 will be described. Hereinafter, an apparatus having the characteristic configuration of the present embodiment will be described in detail.

  The PBX 30 mainly includes a CPU (Central Processing Unit), a ROM (Read Only Memory), a RAM (Random Access Memory), an input device, an output device, a communication device (not shown), and the like. The CPU functions as an arithmetic processing unit and a control unit, and controls the overall operation within the PBX 30 according to various programs. The ROM stores programs used by the CPU, calculation parameters, and the like. The RAM primarily stores programs used in the execution of the CPU, parameters that change as appropriate during the execution, and the like. The input device includes, for example, a mouse, a keyboard, a touch panel, buttons, a microphone, a switch, and a lever. The output device includes, for example, a display device such as a CRT (Cathode Ray Tube) display device, a liquid crystal display (LCD) device, an OLED (Organic Light Emitting Display) device and a lamp, and an audio output device such as a speaker and headphones. . The communication device is a communication interface configured with, for example, a communication device for connecting to a communication network.

  As shown in FIG. 2, the CPU of the PBX 30 mainly functions as a call control unit 301 that controls incoming calls from outside and sends and receives incoming call information and outgoing call information to and from the incoming call control device 10. .

  The incoming call control device 10 mainly includes a CPU (Central Processing Unit), a ROM (Read Only Memory), a RAM (Random Access Memory), an input device, an output device, a communication device (not shown), and the like. . The CPU functions as an arithmetic processing device and a control device, and controls the overall operation in the incoming call control device 10 according to various programs. The ROM stores programs used by the CPU, calculation parameters, and the like. The RAM primarily stores programs used in the execution of the CPU, parameters that change as appropriate during the execution, and the like. Since the input device, the output device, and the communication device have the same configuration as the input device, the output device, and the communication device of the PBX 30, detailed descriptions are omitted.

  As shown in FIG. 2, the CPU of the incoming call control device 10 mainly includes an incoming call control unit 101, a queue priority determination processing unit 102, a queue rearrangement processing unit 103, a queue information control unit 104, a queue movement processing unit 105, and It functions as the queue deletion processing unit 106. The ROM or RAM stores an incoming call queue 107, an outgoing queue 108, a priority management queue 109, a queue priority determination table 110, and the like.

  The incoming call control unit 101 has a function of controlling incoming calls from the PBX 30 and transmitting / receiving incoming call information and outgoing call information to / from the acceptor business apparatus 20. The queue priority determination processing unit 102 has a function of determining the priority of the incoming queue stored in the incoming queue 107 and the outgoing queue stored in the outgoing queue 108. The queue rearrangement processing unit 103 has a function of rearranging the queues whose priority is determined by the queue priority determination processing unit 102. The queue information control unit 104 determines the priority of the queue by the queue priority determination processing unit 102, and receives the caller receiving the queue whose queue has been rearranged by the queue rearrangement processing unit 103 to the acceptor business device 20. Then, transmission / reception processing is performed as outgoing information. The queue move processing unit 105 has a function of moving the queue from the incoming call queue to the outgoing call queue as an object to be redeemed for the customer when the acceptor cannot respond to the incoming call. The queue deletion processing unit 106 has a function of removing the queue from the management target as the priority queue for the incoming call or outgoing call that has been responded to the incoming call in the acceptor business device 20.

  The incoming queue 107 stores an incoming queue, and the outgoing queue 108 stores an outgoing queue. The priority management queue 109 stores a queue that is rearranged by integrating the incoming queue and the outgoing queue that have been determined to be prioritized. The queue priority determination table 110 is a table for managing information on the status of incoming calls from callers for priority determination of incoming queues and outgoing queues.

  Details of the incoming queue 107, outgoing queue 108, priority management queue 109, and queue priority determination table 110 will now be described. First, the queue priority determination table 110 for managing the incoming queue will be described with reference to FIGS. 3A and 3B. The queue priority determination table 110A in FIG. 3A manages incoming calls from the callers A to D, and the queue priority determination table 110B in FIG. 3B manages incoming calls from the caller E in addition to the callers A to D. It is a table to do.

  As shown in FIG. 3A, the queue priority determination table 110A is composed of a caller number column 1101, a caller name column 1102, a repeat count column 1103, an accumulated waiting time column 1104, a caller identification column 1105, and a priority point column 1106. Is done. The sender number column 1101 stores information on the sender's telephone number. The sender name column 1102 stores a sender name corresponding to the sender number. The number-of-recalls column 1103 stores information on the number of re-calls from the sender. The accumulated waiting time column 1104 stores information on the waiting time of the caller until a response to the incoming call is made. When the caller makes multiple calls, the waiting time for each incoming call is accumulated. The caller identification field 1105 stores information on a unique name associated with a specific caller. The priority point column 1106 stores information on points calculated based on the number of redemptions, the accumulated waiting time, and caller identification information. A method for calculating priority points will be described in detail later. The priority determination of the incoming call queue can be performed using the priority points calculated based on the information of the number of times of redialing, the accumulated waiting time, and the caller identification. In this way, the priority of the incoming queue for each call center can be set flexibly by performing priority determination by combining multiple items, instead of performing priority determination for each item such as the number of times of redemption and the total waiting time. Is possible.

  In FIG. 3A, the incoming call corresponding to the caller number “090-1111-1111” and caller A is repeated 15 times, the accumulated waiting time is “300 s”, and the caller It can be seen that it is “VIP” and the priority point is “90”. Further, due to the priority points, the priority of the incoming call queue corresponding to the callers A to D is in the order of incoming call A, incoming call B, incoming call D, incoming call C.

  Moreover, in FIG. 3B, in addition to the callers A to D, the information of the caller E is added. Since the priority point for the incoming call of the newly added caller E is “60”, the priority of the incoming call queue corresponding to the callers A to E is the incoming call A, the incoming call B, the incoming call E, the incoming call. The order is call D and incoming call C.

  Here, the incoming queue rearrangement process will be described with reference to FIG. The incoming calls A to E shown in FIG. 4 correspond to the incoming calls A to E from the caller names A to E shown in FIGS. 3A and 3B. As shown in FIG. 4, incoming call A, incoming call B, and incoming call C are stored in incoming call queue 107A, and incoming call D is about to be added to incoming call queue 107A.

  When the incoming call D is added to the incoming call queue 107A, the priority of the incoming call is determined as the incoming call A, incoming call B, incoming call D, incoming call by priority determination based on the queue priority determination table 110A shown in FIG. 3A. C order. Therefore, as shown in the incoming queue 107B, when the incoming call D is added to the incoming calls A to C, the incoming call in the incoming queue 107B is changed to the incoming call A, incoming call B, incoming call D, Rearranged in the order of incoming call C.

  When the incoming call E is added to the incoming call queue 107B, the priority of the incoming call is determined based on the queue priority determination table 110B shown in FIG. 3B, so that the priority of the incoming call is the incoming call A, the incoming call B, the incoming call E, The order is incoming call D, incoming call C. Therefore, as shown in the incoming queue 107C, when the incoming call E is added to the incoming calls A to D, the incoming call in the incoming queue 107C is changed to the incoming call A, incoming call B, incoming call E, The incoming call D and the incoming call C are rearranged in this order.

  Next, with reference to FIGS. 5A and 5B, the queue priority determination table 110 for managing the priority order of outgoing queues will be described. The queue priority determination table 110C in FIG. 5A manages transmissions to the callers a and b, and the queue priority determination table 110D in FIG. 5B is a table that manages calls to the callers a to c. The queue moving process from the incoming call queue 107 to the outgoing call queue 108 is executed when the caller performs a disconnection operation. For example, when there are multiple incoming calls from the caller, if the call is disconnected by the caller before the receiver of the receiver business device 20 responds to the call from the caller, the incoming call queue 107 The queue is moved to the outgoing queue 108. The queue priority determination tables 110C and 110D in FIGS. 5A and 5B have the same configuration as the queue priority determination table shown in FIGS. 3A and 3B, and the method for calculating the priority points is also the same, so detailed description thereof will be omitted.

  As shown in FIG. 5A, in the queue priority determination table 110C, the priority point for the caller a is “50”, and the priority point for the caller b is “39”. Therefore, the priority of the call queue for the callers a and b is the order of call a and call b.

  In FIG. 5B, information on the caller c is added in addition to the callers a and b. Since the priority point for the call of the newly added caller c is “20”, the priority of the call queue corresponding to callers a to c is the order of call a, call b, call c.

  Here, the outgoing queue rearrangement process will be described with reference to FIG. The transmissions a to c shown in FIG. 6 correspond to the transmissions a to c to the sender names a to c shown in FIGS. 5A and 5B. As shown in FIG. 6, outgoing call queue 108A stores outgoing call a, and outgoing call b is about to be added to outgoing call queue 108A.

  When outgoing b is added to outgoing queue 108A, the priority of outgoing call is in the order of outgoing call a and outgoing call b by priority determination based on queue priority determination table 110C shown in FIG. 5A. Therefore, as shown in the outgoing queue 108B, when the outgoing call b is added to the outgoing call a, the outgoing call a and outgoing call b are not rearranged by the priority determination process without being rearranged. It becomes the order of.

  When the outgoing call c is added to the outgoing queue 108B, the priority of the outgoing call is determined by the priority determination based on the queue priority determination table 110D shown in FIG. 5B. The priority of the outgoing call is that of the outgoing call a, outgoing call b, and outgoing call c. In order. Therefore, as shown in the incoming call queue 108C, when the outgoing call c is added to the outgoing call a and the outgoing call b, the outgoing call a in the outgoing queue 108C is not rearranged by the priority determination process. , Outgoing call b, outgoing call c.

  Next, priority points in the queue priority determination table 110 will be described with reference to FIGS. 7 to 9 are priority point determination tables for calculating priority points. Specifically, FIG. 7 is a table for calculating priority points based on the number of times of redemption, and includes a number of times of redemption column 1211 and a priority point column 1212 as shown in FIG. The number of times of redemption from the sender is stored in the number of times of redemption column 1211. The priority point column 1212 stores priority points corresponding to the number of redemptions. In FIG. 7, for example, the priority point “1” when the number of redundancies is 1, the priority point “3” when the number of redemptions is 2, and the priority point “3” when the number of redemptions is 3 to 5 times. The priority point is set according to the number of times the caller has redeemed the call. As a result, a larger priority point is added as the number of redemptions increases.

  FIG. 8 is a table for calculating priority points based on the accumulated waiting time, and is composed of an accumulated waiting time column 1221 and a priority point column 1222. The accumulated waiting time column 1221 stores a time obtained by integrating waiting times from transmission from the caller to response by the operator. The priority point column 1222 stores priority points corresponding to the accumulated waiting time. In FIG. 8, for example, when the accumulated waiting time is within 30 seconds, priority point “1”, when the accumulated waiting time is within 30 seconds to 60 seconds, priority point “3”, and the number of redemptions is between 60 seconds and 120 seconds. In the case of within, the priority point is set according to the accumulated waiting time, such as priority point “5”. Thereby, a larger priority point is added as the accumulated waiting time is larger.

  FIG. 9 is a table for calculating priority points based on caller identification, and includes a caller identification column 1231 and a point column 1232. The caller identification column 1231 stores information for identifying the type of caller. The priority point column 1232 stores priority points corresponding to caller identification. In FIG. 9, for example, when the caller identification is “general”, the priority point is “1”, when the caller identification is “VIP”, the priority point is “3”, and when the caller identification is “specific caller”. The priority point “5” is set. This makes it possible to add priority points according to the type of the caller.

  In the present embodiment, the priority points are calculated based on the number of retries, the accumulated waiting time, and the caller identification. However, the priority point is not limited to this example, and priority is given based on the past history information and attribute information of the caller. You may make it determine a point. In the present embodiment, the priority order is determined by combining a plurality of items. However, the priority order may be determined based on one item according to the situation, or a predetermined number of items among the plurality of items may be determined. The priority order may be determined in combination. In this way, since it is possible to automatically determine which caller is to be preferentially handled by the priority point, when a call arrives from the caller, or from the acceptor of the acceptor business device 20 It is possible to deal with the situation of the incoming call from the caller at the time of outgoing call, and to provide a higher level service to the customer.

  Next, an integrated priority determination process for the incoming queue and the outgoing queue will be described with reference to FIG. As described above, the priority of incoming calls from customers and outgoing calls from operators is determined based on the queue priority determination table 110. In the present embodiment, the telephone reception operation by the operator is optimized by integrating the incoming call from the customer and the outgoing call from the operator and performing priority determination processing.

  As shown in FIG. 10, for example, it is assumed that the incoming call A, the incoming call B, the incoming call E, the incoming call D, and the incoming call C are stored in the incoming queue 107C in this order. Assume that the outgoing call a, outgoing call b, and outgoing call c are stored in the outgoing queue 108C in this order. The incoming order of the incoming queue 107C is based on the queue priority determination table 110B, and the outgoing order of the outgoing queue 108C is based on the queue priority determination table 110D.

  In the priority management queue 109, the incoming call in the incoming queue 107C and the outgoing call in the outgoing queue 108C are integrated to determine the priority. The incoming queue 107C and outgoing queue 108C are each subjected to priority determination processing based on the priority points in the queue priority determination table 110. Specifically, for the incoming call A, the incoming call C, the incoming call C, the incoming call D, the incoming call E, and the outgoing call a, outgoing call b, outgoing call c, the priority points of each incoming call and outgoing call are compared. Thus, they are stored in the priority management queue 109 in descending order of priority in order of calls with the highest priority points. That is, incoming calls and outgoing calls are managed by one priority management queue 109. As shown in the priority management queue 109 of FIG. 10, for example, when the priority points of the incoming call and the outgoing call are compared, the incoming call A of the priority point 90, the incoming call B of the priority point 75, and the incoming call E of the priority point 60 are compared. After the incoming calls are processed in order, the outgoing call a at the priority point 50 is processed. Further, the outgoing call b of the priority point 39, the incoming call D of the priority point 40, the outgoing call c of the priority point 20, and the outgoing call c of the priority point 10 are processed in this order.

  When a caller corresponding to an outgoing call subjected to priority processing receives an incoming call again, the incoming call processing is prioritized over the outgoing call processing, and another incoming call or outgoing call stored in the priority management queue 109 is given. You may make it give priority. If the call processing is preferentially performed by the operator, but the connection cannot be established because the call destination is busy, the call is continuously managed by the priority management queue 109. When there is an incoming call from a caller whose destination is busy and cannot be connected, the incoming call is processed with priority over other incoming calls and outgoing calls. However, when processing is prioritized over other incoming calls or outgoing calls stored in the priority management queue 109, the recipient business device 20 or multi-function has already been set for the first incoming call or outgoing call in the priority management queue 109. When the distribution process is performed on the telephone 21, the distribution process is prioritized.

  As described above, in the present embodiment, priority determination processing is performed in each of the incoming queue 107 or the outgoing queue 108 and the queues are rearranged, and then the priority management queue 109 performs integrated priority determination. . Thereby, the rearrangement process by the priority determination in the priority management queue 109 can be minimized. In addition, by managing the priorities of the incoming queue 107 and outgoing queue 108 in an integrated manner, incoming calls or outgoing calls with high priority points can be preferentially processed.

  Conventionally, redemption for an incoming call from a caller has been performed at the timing of the caller regardless of the number of incoming calls from the caller as the call destination. However, according to the present embodiment, it is possible to preferentially make a call in response to an incoming call that has been repeated a plurality of times according to the number of incoming calls from the caller at the call destination. As a result, it is possible to effectively use the operator in the call center and provide an optimum service to the customer who sends the call center.

  In the present embodiment, the destination information preferentially transmitted from the operator is notified from the incoming call control device 10 to the acceptor business device 20, and is received by the incoming / outgoing information display unit 20 of the acceptor business device 20. Displayed on the display screen. This makes it possible to perform efficient and optimal priority call processing when the operator calls back to the customer who has received the incoming call.

  Next, the reception person operation screen 210 displayed on the display screen by the incoming / outgoing information display unit 201 of the reception person business device 20 will be described. As shown in FIG. 11, information on a destination to be preferentially sent is displayed on the acceptor operation screen 210. Specifically, the recipient's operation screen displays information on the destination number, the name of the destination, the number of times the destination is redone, the accumulated waiting time, and the sender identification. The operator presses a call button on the acceptor operation screen 210 to perform a call operation to the call destination.

(4) Details of Operation of Incoming Call Control System (4-1) Incoming Queue Priority Control Processing Next, incoming queue priority control processing will be described. First, the flow of incoming queue priority determination processing will be described. As shown in FIG. 12, when there is an incoming call to the PBX 30 via the public network (S101), the incoming call incoming information is transmitted from the PBX 30 to the incoming call control device 10 (S102). The incoming call information transmitted in step S102 is information including a caller ID.

  In step S102, the incoming call control device 10 to which the incoming call information is transmitted from the PBX 30 executes the incoming queue priority determination process based on the caller number included in the incoming call information (S103). The incoming queue priority determination process in step S103 will be described in detail later.

  Then, the incoming call control device 10 notifies the caller service device 20 of the caller information and the incoming call information (caller number) corresponding to the incoming call subjected to the priority processing in step S103 (S104). In step S <b> 104, incoming information including the caller ID is information used by the multi-function telephone 21. The caller information is the name of the caller corresponding to the incoming call information, etc., and is information stored in association with the incoming call information in the receiver business device 20.

  In step S104, the receiver business device 20 that has received the incoming call information and the caller information from the incoming call control device 10 displays the caller number, the name of the callee, etc. on the above-described receiver operation screen 210. The operator is instructed to send a call. After the reception person sending screen 210 is displayed on the reception person business apparatus 20, when the incoming call response process (S105) is performed by the operator, it is determined that the incoming call control apparatus 10 has received the incoming call response information and The queue processed information is transmitted (S106).

  In step S106, the incoming call control device 10 that has received the queue processed information deletes the corresponding incoming call queue information from the incoming queue priority determination processing table 110 (S108).

  Next, details of the queue priority determination process of the incoming queue in step S103 of FIG. 12 will be described. As shown in FIG. 13, the incoming call control unit 101 of the incoming call control device 10 confirms the caller number included in the incoming call information notified from the PBX 30 (S201). The incoming call control unit 101 determines whether the caller number confirmed in step S201 is a call (incoming call) existing in the queue priority determination table 110 (S202).

  If it is determined in step S202 that the caller number is a call (incoming call) that exists in the queue priority determination table 110, the processes in and after step S203 are executed.

  On the other hand, when it is determined in step S203 that the caller number is not a call (incoming call) existing in the queue priority determination table 110, the queue priority determination processing unit 102 assigns priority points (S206). In step S <b> 206, the queue priority determination processing unit 102 creates a new entry corresponding to the caller number in the queue priority determination table 110.

  Then, the queue priority determination processing unit 102 determines priority points with reference to the queue priority determination table 110 of the incoming queue (S203). In step S <b> 203, the queue priority determination processing unit 102 calculates a priority point from the number of redials from the caller corresponding to the caller number, the accumulated waiting time, and the like. When a call corresponding to the caller number does not exist in the queue priority determination table 110, the queue priority determination processing unit 102 determines that there is no priority point.

  Next, the queue rearrangement processing unit 103 determines whether another call (incoming call) is in the incoming call queue (S204). If it is determined in step S204 that another call (incoming call) is in the incoming queue, the queue rearrangement processing unit 102 executes incoming queue rearrangement processing (S205). The queue priority determination process for the queue is terminated. On the other hand, in step S204, when it is determined that there is no other call (incoming call) in the incoming queue, the queue rearrangement processing unit 102 ends the queue priority determination processing of the incoming queue.

  In step S205, the queue rearrangement processing unit 102 refers to the queue priority determination table 110 of the incoming queue, and rearranges the incoming queues in descending order of priority points for incoming calls in the incoming queue 104. If the order of incoming calls in the incoming queue is the same as the order of priority points, the queue rearrangement processing unit 102 does not perform incoming queue rearrangement processing.

  Next, an incoming queue priority determination process when the caller disconnects the incoming call before the receptionist responds will be described. First, the flow of incoming queue priority determination processing will be described. As shown in FIG. 12, when there is an incoming call to the PBX 30 via the public network (S121), the incoming call arrival information is transmitted from the PBX 30 to the incoming call control device 10 (S122). The incoming call information transmitted in step S122 is information including a caller number.

In step S122, the incoming call control device 10 to which the incoming call information is transmitted from the PBX 30 executes the incoming queue priority determination process based on the caller number included in the incoming call information (S123). The incoming queue priority determination process in step S123 is the same as the priority determination process of FIG. 13 described above, and a detailed description thereof will be omitted.

  Then, the incoming call control device 10 notifies the receiver business device 20 of the caller information and the incoming call information (caller number) corresponding to the incoming call subjected to the priority processing in step S123 (S124). In step S <b> 124, the incoming information including the caller ID is information used by the multi-function telephone 21. The caller information is the name of the caller corresponding to the incoming call information, etc., and is information stored in association with the incoming call information in the receiver business device 20.

  In step S124, the receiver business device 20 that has received the incoming call information and the caller information from the incoming call control device 10 displays the caller number, the name of the callee, etc. on the above-described receiver operation screen 210. The operator is instructed to send a call.

  After the reception person operation screen 210 is displayed on the reception person business apparatus 20 and before the response operation is performed by the operator, when the incoming call is disconnected by the caller (S125), the incoming call control apparatus 10 from the PBX 30 Disconnection information is notified to (S126). When disconnection information is notified from the PBX 30 in step S126, the disconnection information is further notified from the incoming call control device 10 to the acceptor business device 20 (S127).

  Then, the incoming call control device 10 moves the disconnected incoming call from the incoming call queue 107 to the outgoing call queue 108, and executes outgoing queue priority determination processing (S128). As described above, in the receiver business device 20, when the call is disconnected by the caller before the operator responds to the call from the caller, the queue is moved from the call receiving queue 107 to the call queue 108. Is done. When the queue is moved from the incoming queue 107 to the outgoing queue 108, an outgoing call for the operator to make a call to the incoming caller is stored in the outgoing queue 108. When an outgoing call is stored in the outgoing queue 108, a queue priority determination process is performed for the queue in the outgoing queue 108. The outgoing queue priority determination process in step S128 will be described in detail later.

  Then, the receiver business device 20 that has received the disconnect information from the incoming call control device 10 in step S127 executes a disconnection process (S129). Specifically, the incoming call control device 10 ends the display of the acceptor operation screen 210 displayed on the display screen in step S124. Then, the receiver business device 20 that has executed the disconnection process in step S129 transmits disconnection response information indicating that it has responded to the disconnection process to the incoming call control device 10 (S130). The incoming call control device 10 notified of the disconnection response information from the acceptor business device 20 notifies the PBX 30 of the disconnection response information (S131).

  Next, details of the queue priority determination process for the outgoing queue in step S128 of FIG. 14 will be described. As described above, the process of moving from the incoming call queue to the outgoing call queue is executed when the incoming call is disconnected by the caller before the operator responds to the incoming call from the caller. For example, the caller who is the target of the call from the operator, when the caller makes a call to the call center, the caller cannot respond to the caller and calls back to the caller again by guidance such as automatic voice. It is good also as a caller who notified. As a result, only the calls from the operator corresponding to the caller who wishes to make a call back among the callers who have sent to the call center a plurality of times are stored in the call queue.

  As shown in FIG. 15, the incoming call control unit 101 of the incoming call control device 10 checks the caller number included in the outgoing call incoming information moved from the incoming call queue 107 to the outgoing call queue 108 (S301). The incoming call control unit 101 determines whether the caller number confirmed in step S301 is a call (outgoing call) existing in the queue priority determination table 110 (S302).

  If it is determined in step S302 that the caller number is a call (incoming call) that exists in the queue priority determination table 110, the processes in and after step S303 are executed.

  On the other hand, if it is determined in step S303 that the caller number is not a call (outgoing call) existing in the queue priority determination table 110, the queue priority determination processing unit 102 gives priority points (S306). In step S306, the queue priority determination processing unit 102 creates a new entry corresponding to the caller number in the queue priority determination table 110.

  Then, the queue priority determination processing unit 102 refers to the queue priority determination table 110 of the outgoing queue, and determines priority points (S303). In step S <b> 303, the queue priority determination processing unit 102 calculates priority points from the number of redemptions from the caller corresponding to the caller number, the accumulated waiting time, and the like. If the call corresponding to the caller number does not exist in the queue priority determination table 110, the queue priority determination processing unit 102 determines that there is no priority point.

  Next, the queue rearrangement processing unit 103 determines whether another call (outgoing call) is in the outgoing call queue 108 (S304). If it is determined in step S304 that another call (incoming call) is in the outgoing queue, the queue rearrangement processing unit 102 executes outgoing queue rearrangement processing (S305), and the outgoing queue The queue priority determination process is terminated. On the other hand, if it is determined in step S304 that no other call (outgoing call) is in the outgoing queue, the queue rearrangement processing unit 102 ends the outgoing queue queue priority determination processing.

  In step S305, the queue rearrangement processing unit 102 refers to the queue priority determination table 110 of the outgoing queue, and rearranges the outgoing queue for outgoing calls in the outgoing queue 104 in descending order of priority points. If the order of outgoing calls in the outgoing queue is the same as the order of priority points, the queue rearrangement processing unit 102 does not perform outgoing queue rearrangement processing.

(4-2) Transmission Queue Priority Control Processing Next, transmission queue priority control processing will be described. As shown in FIG. 16, first, the incoming call control device 10 executes a queue priority determination process for the outgoing queue (S401). In step S401, the incoming call control device 10 executes a call queue priority determination process shown in FIG. Further, the incoming call control device 10 determines, for the outgoing call that has been given the highest priority by the outgoing queue priority determination process, whether the outgoing call is an outgoing call that has priority over the incoming call in the priority management queue 109.

  In step S401, the incoming call control device 10 notifies the receptionist business device 20 of the information of the caller corresponding to the outgoing call for the outgoing call for which processing is prioritized (S402). In step S402, the receiver business device 20 notified of the caller information from the incoming call control device 10 executes a call process for the corresponding caller (S403). In step S <b> 403, on the display screen of the acceptor business device 20, the acceptor operation screen 210 including information on the sender that is the target of the call processing is displayed. As described above, in the receiver business device 20, the transmission information corresponding to the priority transmission is automatically displayed on the display screen in the queue priority determination process in step S 401, and it is possible to prompt the operator to perform a transmission operation.

  Then, the receiver business device 20 that has executed the outgoing call processing in step S403 notifies the incoming call control device 10 of outgoing call information corresponding to the outgoing call processing in step S403 (S404). In step S404, the incoming call control device 10 that is notified of the transmission information from the acceptor business device 20 notifies the PBX 30 of the transmission information (S405). In step S405, the PBX 30 notified of the transmission information from the incoming call control device 10 transmits to the transmission destination corresponding to the transmission information (S406).

  In step S406, the PBX 30 performs a call response process for a response from the callee partner (S407). Then, the PBX 30 that has performed the call response process in step S407 transmits the call response information to the incoming call control device 10 (S408). The incoming call control device 10 that has received the outgoing call response information from the PBX 30 in step S408 sends the outgoing call response information to the acceptor business device 20 (S409). The incoming call control device 10 deletes the outgoing call corresponding to the outgoing call response information from the outgoing queue 108 and the priority management queue 109 (S410). Further, the incoming call control device 10 deletes the entry corresponding to the outgoing queue information deleted in step S410 from the queue priority determination table 110 of the outgoing queue.

  Next, regarding the call processing by the call queue priority control process, a case where the operator disconnects the call before the callee responds will be described. As shown in FIG. 17, first, the incoming call control device 10 executes a queue priority determination process for the outgoing queue (S421). In step S421, the incoming call control device 10 executes a call queue priority determination process shown in FIG. Further, the incoming call control device 10 determines, for the outgoing call that has been given the highest priority by the outgoing queue priority determination process, whether the outgoing call is an outgoing call that has priority over the incoming call in the priority management queue 109.

  Then, in step S421, the incoming call control device 10 notifies the receiver business device 20 of the information of the caller corresponding to the outgoing call for the outgoing call for which processing is prioritized (S422). In step S422, the receiver business device 20 notified of the caller information from the incoming call control device 10 executes a call process for the corresponding caller (S423). In step S423, on the display screen of the acceptor business device 20, the acceptor operation screen 210 including information on the sender that is the target of the outgoing call processing is displayed.

  Then, the receiver business device 20 that has executed the outgoing call processing in step S423 notifies the incoming call control device 10 of outgoing call information corresponding to the outgoing call processing in step S423 (S424). In step S424, the incoming call control device 10 notified of the transmission information from the acceptor business device 20 notifies the PBX 30 of the transmission information (S425).

  In step S425, call processing is performed on the caller corresponding to the call information. However, if the call processing has been performed for a long time due to non-response to the other party or the like, a disconnection process is performed based on an input from the operator of the acceptor business device 20. (S426). The receiver business device 20 executes the disconnection process in step S426, and then transmits the disconnect information to the incoming call control device 10 (S427).

  In step S 427, the incoming call control device 10 that has received the disconnect information from the acceptor business device 20 transmits the disconnect information to the PBX 30. Then, the incoming call control device 10 executes again the queue priority determination processing in the outgoing queue 108 for the outgoing call that has been disconnected (S429). In step S429, as in step S421, the incoming call control device 10 executes a call queue priority determination process shown in FIG. Further, the incoming call control device 10 determines, for the outgoing call that has been given the highest priority by the outgoing queue priority determination process, whether the outgoing call is an outgoing call that has priority over the incoming call in the priority management queue 109.

  As described above, according to the present embodiment, it is possible to preferentially make a call back from an operator for a caller who has received a plurality of calls or a caller who has a long waiting time for reception by the operator. Furthermore, if the other party does not answer the outgoing call that has been preempted by the operator, the outgoing call will continue to be handled preferentially, so that the operator will preempt it over other outgoing calls. Processing will be executed.

(5) Effects of this Embodiment As described above, according to this embodiment, the incoming call distributed from the PBX 30 and the priority point of the incoming call are stored in the queue priority determination table 110 in association with each other. The processing order of the incoming call and the outgoing call is rearranged based on the priority information of the outgoing call. This not only changes the order of incoming calls based on the incoming information including the waiting time from the caller and the number of repeat calls, but also based on the caller's incoming information when the operator calls back to the caller. The order of outgoing calls can be changed, and the efficiency of the entire call center operation can be improved.

DESCRIPTION OF SYMBOLS 1 Incoming call control system 10 Incoming call control apparatus 20 Reception person work apparatus 21 Multifunctional telephone 30 PBX
40 public network 101 incoming call control unit 102 queue priority determination processing unit 103 queue rearrangement processing unit 104 queue information control unit 105 queue movement processing unit 106 queue deletion processing unit 107 incoming queue 108 outgoing call queue 109 priority management queue 110 queue priority determination table

Claims (10)

A telephone exchange that distributes incoming calls to a plurality of telephones, and an incoming call control device that is connected via a network to a receptionist business device that accepts the incoming calls distributed from the telephone exchange,
A control unit that manages the waiting of the outgoing call from the acceptor business device to the caller corresponding to the incoming call and the incoming call;
A storage unit that associates priority information of the incoming call and the outgoing call with priority information of the incoming call and the outgoing call in a priority determination table;
With
The incoming call control device, wherein the control unit rearranges the processing order of the incoming call and the outgoing call based on the priority information stored in the priority determination table. The controller is
The caller information corresponding to the incoming call and the incoming call information including the number of incoming calls, the accumulated waiting time at the time of incoming call, and the identification information of the caller are stored in association with each other in the priority determination table. 2. The incoming call control device according to 1. In the storage unit, the incoming information and a priority point corresponding to the incoming information are associated and stored in a priority point determination table,
The incoming call control device according to claim 2, wherein the control unit calculates a priority point corresponding to the incoming call information with reference to the priority point determination table. In the priority point determination table,
The incoming call control device according to claim 3, wherein a high priority point is associated with caller information having a large number of incoming calls. In the priority point determination table,
The incoming call control device according to claim 3, wherein a high priority point is associated with caller information having a long accumulated waiting time at the time of incoming call. In the priority point determination table,
The incoming call control device according to claim 3, wherein a high priority point is associated with caller information having identification information of a specific caller. The controller is
The incoming call control device according to claim 3, wherein the processing order of the incoming call and the outgoing call is rearranged based on the priority point corresponding to the incoming information. The controller is
When incoming information is received from the telephone exchange, an incoming call corresponding to the incoming information is stored in an incoming queue,
2. The incoming call control device according to claim 1, wherein an outgoing call for the incoming call is stored in an outgoing call queue when disconnection information indicating that the incoming call has been disconnected is received from the telephone exchange. The controller is
The priority order of processing is determined by comparing the priority information of the incoming call stored in the incoming queue with the priority information of the outgoing call stored in the outgoing queue. 5. The incoming call control device according to 5. An incoming call control method using a telephone exchange that distributes an incoming call to a plurality of telephones, and an incoming call control apparatus that is connected via a network to an acceptor business device that accepts the incoming call distributed from the telephone exchange. And
A first step in which a control unit associates the incoming call distributed from the telephone switch with the priority information of the incoming call and stores it in a priority determination table;
A second step in which the control unit rearranges the processing order of the incoming call based on the priority information of the incoming call;
A third step in which the control unit associates the outgoing call from the acceptor service device to the caller corresponding to the incoming call with the priority information of the outgoing call and stores it in the priority determination table;
A fourth step in which the control unit rearranges the processing order of the outgoing call based on the priority information of the outgoing call;
The priority order of processing is determined by comparing the priority information of the incoming call rearranged in the second step with the priority information of the outgoing call rearranged in the fourth step. An incoming call control method.

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