JP2013145953A - Call center system and call connection control method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a call center system in which efficient operator management by a supervisor is supported.SOLUTION: A call center system 100 comprises terminals 111, 121, a switchboard 130 which call-connects an external telephone line network 30 and the terminal 111, a management server 160 which manages a state of the call connection by the switchboard 130, and a voice monitoring server 170 which monitors a speech call-connected by the switchboard 160. In the call center system 100, the management server 160 allows the switchboard 130 to connect a supervisor terminal 121 to a corresponding call on the basis of a monitoring result notified by the voice monitoring server 170.

Description

  The present invention relates to a call center system and a call connection control method, and is preferably applied to a call center system and a call connection control method for controlling call connection in a call center that is allocated to an operator after collectively receiving calls from customers. is there.

  Today, many companies open a call center as a window for customer orders, complaints, and inquiries. Phone calls placed from a customer to a call center are collectively received by the call center, and then allocated to a plurality of operators arranged in the call center. Each operator responds to orders and inquiries from customers.

  As an example of a technique for supporting an operator who responds to a customer, an information presentation system that presents information corresponding to a detected keyword to an operator when a predetermined keyword is detected from a call between the customer and the operator is disclosed. (For example, refer to Patent Document 1).

  In the call center, a supervisor who manages a plurality of operators is arranged. For example, the supervisor can monitor whether the operator is responding to the customer with appropriate language, and can answer on behalf of the operator when there is a highly difficult inquiry from the customer. is there.

  As an example of a technology for supporting such a supervisor's work, a call center system for monitoring a call between an operator and a customer is disclosed (for example, see Patent Document 2). The call center system described in Patent Document 2 determines the importance of the content of the call by detecting the keyword and the emotional expression of the speaker from the recording data of the call, and notifies the supervisor of the determination result. Upon receiving the notification, the supervisor can take measures such as issuing an instruction directly to the operator based on the determination result.

JP 2005-215726 A JP 2011-82839 A Japanese Patent Laid-Open No. 2007-60079

  However, the technique disclosed above has a problem that the supervisor cannot efficiently manage a plurality of operators. For example, by using the call center system described in Patent Document 2, a supervisor can monitor one call between an operator and a customer, but cannot simultaneously monitor a plurality of calls by a plurality of operators. Therefore, when a plurality of operators are responding to customers, it is difficult for the supervisor to give appropriate instructions to each operator.

  In addition, the technique disclosed above has a problem that, for example, when an operator issues an inappropriate word to a customer, the supervisor cannot promptly participate in the call with the customer and deal with it.

  The present invention has been made in consideration of the above points, and an object of the present invention is to propose a call center system and a call connection control method that support a supervisor to efficiently manage an operator.

  A call center system according to the present invention includes a plurality of terminals, an exchange connected to an external telephone line network for call connection between the external telephone line network and the terminal, and a management server for controlling a call connection state by the exchange. In the call center system comprising a voice monitoring server that monitors a call connected by the exchange, the terminal includes a plurality of operator terminals and one or more supervisor terminals, and the management server includes the voice monitoring server. The supervisor terminal is connected to the call by the exchange based on a monitoring result notified by a server.

  A call connection control method according to the present invention comprises a terminal including a plurality of operator terminals and one or more supervisor terminals, and an exchange connected to an external telephone line network and connecting the external telephone line network and the terminal. In the call connection control method in the call center provided, a call received via an external telephone line network is connected to one of the plurality of operator terminals, the call of the call connected to the operator terminal is monitored, and the call The supervisor terminal is connected to the call based on the monitoring result.

  According to the present invention, a supervisor can efficiently manage a plurality of operators in a call center.

It is a block diagram which shows the structural example of the call center system by 1st Embodiment by this invention. It is a block diagram which shows the structural example of the audio | voice monitoring server shown in FIG. FIG. 2 is a sequence diagram showing an example of a call connection process by the call center system shown in FIG. It is explanatory drawing which shows an example of the connection state during a telephone call. It is a flowchart which shows the process sequence of the process which acquires audio | voice data. It is a flowchart which shows the process sequence of the process which compares a keyword. It is a figure which shows the connection state of the line | wire at the time of a monitoring start. It is a figure which shows the connection condition of the line | wire at the time of the three-party call start. It is a sequence diagram which shows an example of the connection process of the call by the call center system of 2nd Embodiment. It is a figure which shows an example of a keyword and a rank. It is a flowchart which shows the process sequence of the process which compares a keyword in 2nd Embodiment. It is a block diagram which shows the structural example of the call center system of 3rd Embodiment by this invention. It is a figure which shows an example of the combination of a keyword and a point. It is a figure which shows an example of the combination of a threshold value and control content. It is a flowchart which shows the process sequence of the process which compares a keyword in 3rd Embodiment.

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

(1) First Embodiment FIG. 1 shows a call center system 100 according to a first embodiment. A call center system 100 shown in FIG. 1 is provided in a call center and is connected to an external terminal 21 operated by a customer 20 via a public network 30 which is an external telephone line network.

  The call center system 100 includes a plurality of operator terminals 111 to 113, one or more supervisor terminals 121, a private branch exchange (PBX) 130, a central line package unit 140, an internal package unit 150, and a CTI (Computer Technology Integration). A server 160 and a voice monitoring server 170;

  Operator terminals 111 to 113 are connected to extension package unit 150 via extension telephone lines 181 to 183, respectively. The operator terminals 111 to 113 are terminals that are operated by an operator 110 that answers a call from the customer 20 and is realized by, for example, a telephone having an extension function.

  The supervisor terminal 121 is connected to the extension package unit 150 via the extension telephone line 184. The supervisor terminal 121 is a terminal operated by the supervisor 120 that manages the operator 110, and is realized by, for example, a multi-function telephone including a display unit (not shown) and an operation unit (not shown).

  The PBX 130 is connected to a CTI server 160 and a voice monitoring server 170 via a LAN (Local Area Network) 190 provided in a call center from a LANIF 153 of an extension package unit 150 described later. The PBX 130 is an exchange that controls call connection among the external terminal 21, the operator terminals 111 to 113, and the supervisor terminal 121.

  The PBX 130 includes a PBX control unit (not shown) and a plurality of switch units (not shown). The PBX control unit controls the operation of each unit of the PBX 130 and, for example, connects the switch unit to the local line package unit 140 and the extension package unit 150.

  The office line package unit 140 is connected to the office line side of the PBX 130 and accommodates telephone lines 185 to 187 connected to the public network 30. The office line package unit 140 includes a PRI (Primary Rate Interface) package 141 and a BRI (Basic Rate Interface) package 142 to which ISDN telephone lines 185 and 186 are connected, and an analog line to which an analog telephone line 187 is connected. A package 143. The configuration of the circuit packages 141 to 143 in the office line package unit 140 is an example, and the combination thereof is not limited.

  The extension package unit 150 is connected to the extension side of the PBX 130. The extension package unit 150 includes digital multi-function line circuits (DMTLIN) 151 and 152, a LAN interface (LANIF) 153, and a three-party call trunk (CFT) 154.

  The DMTLIN 151 accommodates telephone lines 181 to 183 connected to the operator terminals 111 to 113, and the DMTLIN 152 accommodates a telephone line 184 connected to the supervisor terminal 121. The LANIF 153 is an interface for performing communication between the CTI server 160 and the PBX 130. The CFT 154 is a circuit for realizing a three-party call.

  The CTI server 160 is connected to the LANIF 153 and the voice monitoring server 170 via the LAN 190. The CTI server 160 is a device that controls call connection by the PBX 130. For example, the CTI server 160 determines a connection destination of a call received from the external terminal 21 to the PBX 130.

  FIG. 2 shows a configuration example of the voice monitoring server 170 shown in FIG. As shown in FIG. 2, the voice monitoring server 170 has a central processing unit 171 that performs arithmetic processing and control processing, a storage device 172 that stores data, and an I / O device 173 that inputs and outputs data.

  The central processing unit 171 includes a control device 1711 that controls processing of each unit in the voice monitoring server 170, and an arithmetic device 1712 that performs data comparison processing, arithmetic processing, and the like. Furthermore, the arithmetic device 1712 includes a keyword comparison unit 1713 that compares keywords. The central processing unit 171 is realized by, for example, a CPU (Central Processing Unit).

  The storage device 172 includes a main storage device 1721 that can be directly accessed by the central processing unit 171 and an auxiliary storage device 1722 having a large storage capacity. The auxiliary storage device 1722 includes an audio data unit 1723 and a keyword data unit 1724.

  The main storage device 1721 is realized by, for example, a RAM (Random Access Memory), and the auxiliary storage device 1722 is realized by, for example, an HDD (Hard Disk Drive).

  The I / O device 173 includes an input / output device 1731 that inputs and outputs data. The input / output device 1731 includes a keyword input unit 1732 to which a keyword is input, a voice acquisition unit 1733 that acquires voice during a call, a LAN connection unit 1734 that connects to the LAN 190 and transmits a call control signal to the CTI server 160, and a station An office line connection unit 1735 for connecting to the telephone line on the line side is provided.

  Next, call connection control by the call center system 100 shown in FIG. 1 will be described.

  FIG. 3 shows an example of call connection processing by the call center system 100 shown in FIG. With reference to FIG. 3, the connection process of the call transmitted from the external terminal 21 to the call center by the customer 20 will be described.

  First, when a call addressed to the call center arrives at the PBX 130 from the external terminal 21 via the public network 30 (S101), the PBX 130 requests the CTI server 160 to process the received call (incoming call) via the LANIF 153. (S102).

  The CTI server 160 requested to process the incoming call determines the operator terminal 111 to which the incoming call is connected, and notifies the determined connection destination to the PBX 130 (S103). The CTI server 160 determines the connection destination of the incoming call, for example, a method of determining the connection destination according to the length of the waiting time for each operator terminal, or a round robin method in which the connection destination is assigned according to a predetermined order. However, it is not limited to these methods.

  Then, the PBX 130 notifies the connection destination operator terminal 111 notified from the CTI server 160 of the incoming call (S104). The incoming call notification in step S104 is transmitted to the operator terminal 111 via the DMTLIN 151. The operator terminal 111 transmits an incoming call to the operator 110 by, for example, ringing a ringtone.

  When the operator 110 responds to the incoming call by lifting the handset of the operator terminal 111 or the like, the operator terminal 111 transmits a response notification to the PBX 130 (S105).

  The PBX 130 that has received the response notification transmits an incoming call monitoring notification indicating that the call has started to the CTI server 160 (S106).

  FIG. 4 shows an example of a connection state during a call. The thick solid line shown in FIG. 4 indicates the path of the connected line. As shown in FIG. 4, when the PBX control unit connects the PRI package 141 of the office line package unit 140 and the DMTLIN 151 of the extension package unit 150, the external terminal 21 and the operator terminal 111 can be in a call state. In FIG. 4, the telephone line 185 on the office line side is accommodated in the PRI package 141, but the accommodation destination of the office line is not limited to the PRI package 141, for example, in the BRI package 142 or the analog package 143. There may be.

  Next, the CTI server 160 transfers the incoming call monitoring notification received from the PBX 130 to the voice monitoring server 170 (S107). The voice monitoring server 170 that has received the incoming call monitoring notification starts monitoring a call performed between the external terminal 21 and the operator terminal 111. The call monitoring by the voice monitoring server 170 is continued until the call ends.

  Here, the call monitoring by the voice monitoring server 170 will be described in detail with reference to FIGS. 5 and 6. FIG. 5 is a flowchart showing a processing procedure for obtaining voice data, and FIG. 6 is a flowchart showing a processing procedure for comparing keywords.

  First, it is assumed that a keyword is input from the keyword input unit 1732 by, for example, an input operation by the supervisor 120 or the operator 110 before monitoring of a call is started. At this time, a plurality of keywords may be input. The input keyword is stored in the keyword data portion 1724 of the auxiliary storage device 1722.

  When the monitoring of the call is started (step S201 in FIG. 5), the voice acquisition unit 1733 acquires voice data during the call from the telephone line on the office line side connected to the office line connection unit 1735. At this time, the voice acquisition unit 1733 extracts words from the voice during a call and creates voice data for each word (S202). Further, the voice acquisition unit 1733 performs text conversion processing on the voice data created for each word, and creates text data corresponding to each voice data.

  Then, the voice acquisition unit 1733 stores the voice data and text data created in step S202 in the voice data unit 1723 of the auxiliary storage device 1722 (S203). Note that the audio data and the text data are preferably stored after association by adding metadata or the like.

  Thereafter, in step S204, the voice acquisition unit 1733 determines whether or not the call is continued. If it is determined that the call is continuing (YES in S204), the process is continued after step S201. If it is determined that the call is ended (NO in S204), the voice data End acquisition.

  On the other hand, when voice data and text data are created in step S203, the keyword comparison unit 1713 starts comparison between the text data and the keyword.

  In the keyword comparison process, first, in step S301 in FIG. 6, the keyword comparison unit 1713 acquires keywords stored in the keyword data unit 1724.

  Then, the keyword comparison unit 1713 compares the keyword acquired in step S301 with the text data stored in the voice data unit 1723 (S302).

  In step S302, when the keyword comparison unit 1713 determines that the keyword matches or is included in the text data (YES in S302), a monitor notification is transmitted as a call monitoring result (S303). . The monitor notification is transmitted from the LAN connection unit 1734 to the CTI server 160 via the LAN 190. The transmission of the monitor notification to the CTI server 160 corresponds to the process in step S108 shown in FIG.

  After the process of step S303, or when the keyword comparison unit 1713 determines in step S302 that the keyword is not included in the text data (NO in S302), the process proceeds to step S304.

  In step S304, the keyword comparison unit 1713 adds a flag indicating that the comparison has been performed to the text data subjected to the keyword comparison in step S302. The flag may be given to the voice data that is the source of the text data. Then, the text data subjected to the keyword comparison, the original voice data, and information indicating the comparison result are stored in the auxiliary storage device 1722 in association with each other.

  Next, in step S305, the keyword comparison unit 1713 refers to the voice data unit 1723 and confirms whether there is voice data that has not yet been compared with a keyword. If there is voice data for which keyword comparison is incomplete (YES in S305), the process proceeds to step S302 to continue the processing. When keyword comparison is performed for all the acquired voice data (NO in S305), the keyword comparison process is terminated.

  As described above, by performing the processing shown in FIGS. 5 and 6, the voice monitoring server 170 monitors the call, and when a keyword is detected, transmits a monitor notification to the CTI server 160 (S108).

  Note that the voice data acquisition method and the keyword detection method are not limited to the processes shown in FIGS. 5 and 6, and other generally known methods may be used.

  Next, the CTI server 160 requests the PBX 130 to change the line connection of the call so that it can be monitored based on the monitor notification that is the monitoring result of the call (S109). Note that monitoring means a state in which the supervisor 120 can directly listen to a call between the customer 20 and the operator 110.

  Receiving the request from the CTI server 160, the PBX 130 inquires of the supervisor terminal 121 whether to start monitoring (S110). The supervisor terminal 121 informs the supervisor 120 that the inquiry has been received, for example, by ringing a ring tone.

  Here, when a predetermined operation for starting monitoring is performed on the supervisor terminal 121, the supervisor terminal 121 transmits a monitor request for requesting the start of monitoring to the PBX 130 (S111).

  When the monitor request transmitted in step S111 reaches the PBX 130, the PBX control unit replaces the call path connecting the external terminal 21 and the operator terminal 111 in order to start monitoring.

  Specifically, first, the PBX control unit replaces the path connecting the PRI package 141 and the DMTLIN 151 so as to pass through the CFT 154. Then, a path connecting CFT 154 and DMTLIN 152 is added. The DMTLIN 152 accommodates a telephone line 184 connected to the supervisor terminal 121. However, the path connecting CFT 154 and DMTLIN 152 is set so that supervisor terminal 121 can only receive from the line by one-way communication. Settings for one-way communication and two-way communication in the path are set by the PBX control unit.

  FIG. 7 shows the connection state of the line at the start of monitoring. A thick solid line shown in FIG. 7 indicates a path connected so as to be able to transmit and receive by bidirectional communication, and a thick broken line indicates a path where the supervisor terminal 121 is connected so that only reception from the line is possible by one-way communication.

  By connecting the paths as shown in FIG. 7, the supervisor 120 can monitor the call from the supervisor terminal 121 while the operator terminal 111 can communicate with the external terminal 21.

  In step S110, when the supervisor terminal 121 receives an inquiry about whether to start monitoring, the extension number of the operator terminal 111 that is making the call may be displayed on the display unit of the supervisor terminal 121. For example, when a call is performed on a plurality of operator terminals 111 to 113, the voice monitoring server 170 monitors a call for each call. Therefore, when keywords are detected simultaneously on a plurality of calls, Monitoring inquiries for a plurality of calls are transmitted to the supervisor terminal 121. However, even in such a case, if the extension number of the operator terminal is displayed, the supervisor 120 selects the call to be monitored by performing a predetermined operation for specifying the extension number and starting monitoring in step S111. can do.

  By the processing up to step S111, the supervisor 120 can monitor the call between the operator 110 and the customer 20. However, depending on the content of the call, there is a situation where the supervisor 120 needs to interrupt and participate in the call. Conceivable.

  In such a case, the supervisor 120 performs a predetermined operation for starting a three-party call from the supervisor terminal 121. Then, the supervisor terminal 121 transmits a three-party call request for requesting the start of a three-party call to the PBX 130 (S112). The three-way call means a state in which the supervisor 120 can directly participate in a call between the customer 20 and the operator 110.

  When the three-party call request transmitted in step S112 reaches the PBX 130, the PBX control unit starts the three-party call, and the path connected to the CFT 154 from the supervisor terminal 121 via the DMTLIN 152 (thick in FIG. 7). The setting of the path (shown by a broken line) is changed to a setting capable of bidirectional communication.

  FIG. 8 shows the connection status of the line at the start of the three-party call. The bold practice shown in FIG. 8 shows paths connected so as to be able to transmit and receive by bidirectional communication. As shown in FIG. 8, by connecting the external terminal 21, the operator terminal 111, and the supervisor terminal 121 with a path capable of bidirectional communication, the supervisor 120 remains in a state where the operator terminal 111 can communicate with the external terminal 21. It is possible to participate in a call from the supervisor terminal 121.

  In the process from step S111 to step S112 described above, the connection state of the line is shifted from monitoring to three-party call in a stepwise manner. For example, an inquiry about whether to start monitoring is received from the supervisor terminal 121 in step S110. At that time, the supervisor 120 may perform a predetermined operation for starting a three-way call. In this case, a three-way call request is transmitted from the supervisor terminal 121 to the PBX 130, and the PBX control unit changes the path to start the three-way call. When the path is changed as shown in FIG. 8, the supervisor 120 can start a three-way call without going through the monitoring state.

  Through the processing in steps S101 to S112 described above, the call center system 100 illustrated in FIG. 1 controls call connection for the supervisor 120 to manage the operator 110.

  In such a call center system 100, when a keyword registered in advance is spoken during a call between an operator and a customer, the supervisor terminal is automatically notified, so the supervisor does not always monitor the call. Only necessary calls can be monitored.

  Specifically, the wording of the operator can be monitored by registering, as a keyword, an expression that should not be used for customer service, for example. In addition, for example, by registering rough words as keywords, it is possible to quickly detect when the content of a call is in a harsh state with a customer. As a result, the supervisor can quickly and efficiently manage the operator.

  Furthermore, in the call center system 100, when monitoring by just listening to a call is not sufficient, the supervisor can also speak directly by switching to a three-way call, so that higher-quality operator management can be realized. .

  Furthermore, since the call center system 100 monitors each call even when a plurality of receptions are performed simultaneously by a plurality of operators and notifies only the call detecting the keyword to the supervisor terminal, Supervisors can efficiently manage the operations of multiple operators.

  In the process shown in FIG. 3, it is assumed that a monitor request or a three-way call request is issued when the supervisor performs a predetermined operation at the supervisor terminal in step S111 or S112. However, a predetermined operation is performed on the supervisor terminal. It is also possible to perform a process that allows monitoring or three-way communication.

  Specifically, in step S109, the CTI server 160 that has received the monitor notification from the voice monitoring server 170 transmits a monitor request or a three-party call request directly to the PBX 130. Then, after the path is changed according to the monitor request or the three party request, the line connection may be notified from the PBX 130 to the supervisor terminal 121.

  In such a call center system 100, the supervisor is notified more promptly after a call connection state capable of monitoring or three-way communication is automatically established without waiting for the supervisor to make a decision. Can be followed.

(2) Second Embodiment Next, a second embodiment of the present invention will be described.

  The configuration of the call center system according to the second embodiment is the same as the configuration of the call center system according to the first embodiment shown in FIG.

  FIG. 9 shows call connection processing performed in the call center system 100 according to the second embodiment. With reference to FIG. 9, connection processing of a call transmitted from the external terminal 21 to the call center by the customer 20 will be described.

  First, steps S401 to S407 show processing until a call received from the external terminal 21 is connected to the operator terminal 111 to start a call and the voice monitoring server 170 receives an incoming monitoring notification. Since these processes are the same as the processes shown in steps S101 to S107 in FIG. 3, the description thereof is omitted.

  The voice monitoring server 170 that has received the incoming call monitoring notification in step S <b> 407 starts monitoring a call performed between the external terminal 21 and the operator terminal 111. The call monitoring by the voice monitoring server 170 is continued until the call ends.

  Here, the call monitoring by the voice monitoring server 170 according to the second embodiment will be described in detail.

  First, in the second embodiment, when a keyword is input from the keyword input unit 1732, the rank for each keyword is also input and stored in the keyword data unit 1724. Note that a rank is an example of an evaluation value indicating importance. In addition to the rank, for example, parameters such as a score and a level may be used as the evaluation value.

  FIG. 10 shows an example of keywords and ranks. In the second embodiment, as an example, the keyword and rank shown in FIG. 10 are input from the keyword input unit 1732. In FIG. 10, the keyword of item number 03 is classified into rank A, and the keywords of item numbers 01, 02, and 04 are classified into rank B. Here, rank A is an evaluation value for which a three-party call by the supervisor 120 is recommended, and rank B is an evaluation value for which monitoring by the supervisor 120 is recommended.

  When the call monitoring is started, the voice acquisition unit 1733 extracts words from the voice during a call from the telephone line on the office line side, and creates voice data for each word. Then, text data obtained by text conversion based on the voice data is created and stored in the voice data unit 1723. Note that these processes are the same as the processes shown in steps S201 to S204 in FIG.

  When the voice data and text data are created, the keyword comparison unit 1713 starts comparing the text data with the keywords.

  FIG. 11 shows a processing procedure for comparing keywords in the second embodiment. First, in step S501 of FIG. 11, the keyword comparison unit 1713 acquires keywords stored in the keyword data unit 1724.

  Then, the keyword comparison unit 1713 compares the keyword acquired in step S501 with the text data stored in the voice data unit 1723 (S502). If a keyword is detected (YES in S502), the process proceeds to step S503. If no keyword is detected (NO in S502), the process proceeds to step S506 described later.

  In step S503, the keyword comparison unit 1713 refers to the keyword data unit 1724 and confirms the rank corresponding to the keyword detected in step S502. For example, when the keyword “idiot” is detected, the rank is A. For example, when the keyword “No” is detected, the rank is B.

  If the rank is A in step S503, a three-way call notification is transmitted to the CTI server 160 (S504). If the rank is B in step S503, a monitor notification is transmitted to the CTI server 160 (S505).

  After the processing in step S504 or step S505, the process proceeds to step S506, and the keyword comparison unit 1713 adds a flag indicating that the comparison has been performed to the text data subjected to the keyword comparison in step S502. The flag may be given to the voice data that is the source of the text data. Then, the text data subjected to the keyword comparison, the original voice data, and information indicating the comparison result are stored in the auxiliary storage device 1722 in association with each other.

  Next, in step S507, the keyword comparison unit 1713 refers to the voice data unit 1723 and confirms whether there is voice data that has not yet been compared with a keyword. If there is voice data for which keyword comparison is incomplete (YES in S507), the process proceeds to step S502 and the process is continued. When keyword comparison is performed for all the acquired audio data (NO in S507), the keyword comparison process is terminated.

  As described above, when the voice monitoring server 170 detects a keyword from the monitored call by performing the process shown in FIG. 11, a notification based on the rank associated with the detected keyword is transmitted to the CTI server 160. (S508). The notification based on the rank is, for example, a three-party call notification transmitted in step S504, and a monitor notification transmitted in step S505, for example.

  Here, in order to simplify the following description, it is assumed that a monitor notification is transmitted in step S508. Then, in step S509, based on the call monitoring result notified from the voice monitoring server 170, the CTI server 160 requests the PBX 130 to change the line connection of the call so that it can be monitored.

  The PBX 130 that has received the request from the CTI server 160 inquires of the supervisor terminal 121 whether to start monitoring (S510).

  After that, when a monitor request is transmitted from the supervisor terminal 121, the PBX control unit changes the call path, but these processes are the same as those in the first embodiment, and a description thereof will be omitted.

  Through the processing in steps S501 to 510 described above, the call center system 100 according to the second embodiment, when a keyword is searched from a call between the customer 20 and the operator 110, is based on the rank associated with the keyword. The call can be controlled in the connected state.

  In such a call center system 100, when a keyword is detected from a call, a connection pattern of supervisor terminals can be distributed based on an evaluation value associated with the keyword. That is, since the call center system determines the response to the call (monitoring or three-way call), the burden on the supervisor can be reduced.

(3) Third Embodiment Next, a third embodiment of the present invention will be described.

  FIG. 12 shows a configuration example of a call center system 200 according to the third embodiment. In the call center system 200 shown in FIG. 12, a voice mail server 210 and connection terminals (LIN) 221 and 222 are added to the call center system 100 shown in FIG. The description of the same components as in FIG. 1 is omitted.

  The voice mail server 210 is connected to the LAN 190. The voice mail server 210 is connected to a connection terminal (LIN) 221 provided in the extension package unit 220. The voice mail server 210 is realized by an information processing apparatus having a voice mail function for attaching voice data to a terminal or the like and transmitting it in a mail format.

  The supervisor terminal 121 is a multi-function telephone having a function of receiving voice mail.

  In the call center system 200, one or more keywords and points (points) corresponding to the keywords are registered in advance. FIG. 13 is a diagram illustrating an example of combinations of keywords and points. In the third embodiment, as an example, the keywords and points shown in FIG. 13 are input from the keyword input unit 1732. The input keywords and points are linked and stored in the keyword data portion 1724.

  Furthermore, in the call center system 200, one or more threshold values and information (request control information) indicating control requested corresponding to each threshold value are registered in advance. FIG. 14 shows combinations of threshold values and control contents. In FIG. 14, for example, the supervisor 120 is forced to interrupt the call at a threshold of 10 points, and voice mail is sent at a threshold of 2 points. Assume that the threshold value and request control information shown in FIG. 14 are input from the keyword input unit 1732 to the call center system 200. Each input data is linked and stored in the keyword data portion 1724.

  Next, call connection processing in the call center system 200 will be described.

  A process of connecting a call from the external terminal 21 to the operator terminal 111 and acquiring voice data of the call and detecting a keyword when a call between the operator 110 and the customer 20 is started is described in the first embodiment. The processing is the same as that performed by the call center system in the second embodiment, and a description thereof is omitted.

  FIG. 15 shows a processing procedure for comparing keywords in the third embodiment. In step S601 illustrated in FIG. 15, the keyword comparison unit 1713 acquires the keywords stored in the keyword data unit 1724.

  In step S602, the keyword comparison unit 1713 compares the keyword acquired in step S601 with the text data stored in the voice data unit 1723. If a keyword is detected (YES in S602), the process proceeds to step S603. If no keyword is detected (NO in S502), the process proceeds to step S607 described later.

  In step S603, the keyword comparison unit 1713 refers to the keyword data unit 1724, confirms points corresponding to the keyword detected in step S602, and adds them to points accumulated since the start of the call (cumulative points). . Assume that the accumulated points are stored in the keyword data portion 1724, for example.

  Next, the keyword comparison unit 1713 compares the cumulative points added in step S603 with one or more threshold values stored in the keyword data unit 1724 in order from the threshold value with the highest value (S604).

  In the comparison between the accumulated points and the threshold value, when it is determined that the accumulated points are equal to or greater than any threshold value (YES in S604), the keyword comparison unit 1713 refers to the keyword data unit 1724 and sets the determined threshold value. Check the associated control details. Then, the control content is notified to the CTI server 160 (S605).

  Specifically, for example, when the accumulated points is 11, the threshold value of item number 03 in FIG. 14 is 10 points or more, so the keyword comparison unit 1713 automatically calls the supervisor terminal 121 on a three-way call. The CTI server 160 is notified of the control content for connecting to the CTI server 160. For example, when the accumulated points are two points, the keyword comparison unit 1713 requests the CTI server 160 for the control content of sending voice mail to the supervisor terminal 121.

  Then, the CTI server 160 notified of the control content starts a control request for realizing the control content. For example, when the control content is a three-party call, the CTI server 160 notifies the PBX 130 of a three-party call request. For example, when the control content is sending a voice mail, the CTI server 160 requests the voice mail server 210 to send a voice mail via the LAN 190.

  When sending voice mail is requested, the voice mail server 210 acquires voice data stored in the auxiliary storage device 1722 of the voice monitoring server 170 via the LAN 190 and attaches the acquired voice data to the voice data. Create an email. Then, the voice mail server 210 transmits the voice mail to the supervisor terminal 121 via the LIN 221, the DMTLIN 152, and the telephone line 184.

  When the keyword comparison unit 1713 notifies the CTI server 160 of the control content in step S605, the process proceeds to step S606. If the keyword comparison unit 1713 determines that the accumulated points are not equal to or greater than any threshold in step S604, the process proceeds to step S606.

  In step S606, the keyword comparison unit 1713 stores the accumulated points in the keyword data unit 1724.

  In step S607, the keyword comparison unit 1713 adds a flag indicating that the comparison has been performed to the text data that has been compared in step S602, and stores the flag in the auxiliary storage device 1722. This processing is the same as the processing described in step S304 in FIG. 6 and step S506 in FIG.

  In step S608, the keyword comparison unit 1713 refers to the voice data unit 1723 and checks whether there is voice data that has not yet been compared with a keyword. If there is voice data for which keyword comparison is incomplete (YES in S608), the process proceeds to step S602 and the process is continued. When keyword comparison is performed for all the acquired audio data (NO in S608), the keyword comparison process ends.

  In the above description, the accumulated points are the accumulated points corresponding to the keywords detected during one call. However, the accumulated point method is not limited to this. For example, a time measuring means may be added, and the points corresponding to the keywords detected within a predetermined time may be accumulated, or other accumulation methods may be used.

  In such a call center system 200, stepwise connection control can be realized based on the total of evaluation values according to keywords. For example, even if a keyword has a low importance level per time, if the operator speaks a plurality of times, control content with a high level of importance is realized each time the threshold is exceeded and the threshold value is exceeded. As a result, more accurate call monitoring can be realized.

  In addition, since the call center system 200 includes a voice mail server, it can transmit not only voice calls but also responses such as monitoring and three-way calls. Since the voice mail can confirm the contents of the call even after the call is finished, there is an effect that it can be used for a subsequent confirmation.

  Note that the connection control based on the cumulative evaluation value in the third embodiment is not limited to the call center system 200 having the voice mail server 210, but in the first embodiment and the second embodiment. Is also applicable.

  The present invention can be applied to a call center system that controls connection of calls in a call center that is allocated to operators after receiving calls from customers all at once.

100, 200 Call center system 20 Customer 21 External terminal 30 Public network 110 Operator 111-113 Operator terminal 120 Supervisor 121 Supervisor terminal 130 Private branch exchange (PBX)
140 Local Line Package Unit 141 PRI Package 142 BRI Package 143 Analog Package 150, 220 Extension Package Unit 151, 152 Digital Multifunctional Line Circuit (DMTLIN)
153 LAN interface (LANIF)
154 Three-way call trunk (CFT)
160 CTI Server 170 Voice Monitoring Server 171 Central Processing Unit 172 Storage Unit 173 I / O Unit 1711 Control Unit 1712 Arithmetic Unit 1713 Keyword Comparison Unit 1721 Main Storage Unit 1722 Auxiliary Storage Unit 1723 Voice Data Unit 1724 Keyword Data Unit 1731 Input / Output Unit 1732 Keyword input unit 1733 Voice acquisition unit 1734 LAN connection unit 1735 Office line connection unit 181 to 187 Telephone line 190 LAN
210 Voice mail server 221, 222 Connection terminal (LIN)

Claims (10)

A plurality of terminals, an exchange connected to an external telephone line network and connecting the external telephone line network to the terminal, a management server controlling a connection state of a call by the exchange, and a call connection by the exchange In a call center system with a voice monitoring server that monitors incoming calls,
The terminal includes a plurality of operator terminals and one or more supervisor terminals,
The management server connects the supervisor terminal to the call by the exchange based on a monitoring result notified by the voice monitoring server. The call center system according to claim 1, wherein the management server connects the supervisor terminal so as to be able to receive or transmit / receive the call based on a monitoring result notified by the voice monitoring server. The voice monitoring server
A keyword input part for inputting a keyword;
A keyword storage unit for storing the keyword input to the keyword input unit;
An audio data acquisition unit for acquiring audio data from a line during a call;
A text conversion unit that converts the acquired voice data into text and creates text data;
A keyword comparison unit that compares the keyword stored in the keyword storage unit with the text data created by the text conversion unit and determines a monitoring result based on the comparison result. The call center system according to 1. The keyword storage unit stores one or more keywords and an evaluation value indicating importance for each keyword in association with each other,
The said keyword comparison part requests | requires execution of the connection state according to the evaluation value linked | related with this keyword to the said management server, when a keyword is detected from the said text data. Call center system. The keyword storage unit stores one or more threshold values;
The keyword comparison unit, when an evaluation value of a keyword detected from the text data is equal to or greater than the threshold value, requests the management server to execute a connection state determined in advance according to the threshold value. The call center system according to claim 4. 5. The call center system according to claim 4, wherein the keyword comparison unit accumulates the evaluation values of the keywords detected within a predetermined time, and notifies a monitoring result based on the accumulated evaluation values. 5. The call center system according to claim 4, wherein the keyword comparison unit accumulates evaluation values of keywords detected during one call, and notifies a monitoring result based on the accumulated evaluation values. The call center system according to claim 3, wherein the keyword comparison unit adds a flag indicating that the determination has been made to the text data for which the comparison between the text data and the keyword has been completed. The call center system according to claim 3, further comprising: a voice mail server that transfers the voice data acquired from the line on which the voice data acquisition unit is talking to the supervisor terminal. In a call connection control method in a call center, comprising: a terminal including a plurality of operator terminals and one or more supervisor terminals; and an exchange connected to an external telephone line network and connecting the external telephone line network and the terminal. ,
A call received via the external telephone network is connected to one of the operator terminals;
Monitoring calls of calls connected to the operator terminal;
A call connection control method, comprising: connecting the supervisor terminal to the call based on a monitoring result of the call.

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