JP2013187855A - Call center business system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a call center business system capable of shutdown of a client terminal of the system when the operator of the client terminal leaves his or her seat for a long period.SOLUTION: The calling center business system comprises: a client terminal 101; a telephone set 102 corresponding to the client terminal 101; and a call center server 105. The client terminal 101 comprises: a business system 108; a screen saver function 115 which, when the client terminal 101 is not operated for a fixed period, turns the client terminal 101 into a screen saving state; and a shutdown system 109 which, if the screen saving state and the non-calling state of the telephone set 102 occur simultaneously, instructs on the basis of the lasting periods of the states and a shutdown regulation value the business system 108 to shutdown.

Description

  The present invention relates to a call center business system, and more particularly, to a function for shutting down a call center business system when an operator leaves the call center business for a long time.

  In the prior art, various devices have been devised as a method for shutting down a call center business system.

  For example, when a client remotely mounts a server resource, it notifies the server with a message, and when the server shuts down, if there is a message notifying that the resource has been remotely mounted from the client to the server, the console There is a method of outputting a warning message on the screen. This method makes it very easy to avoid the risk of the client shutting down the server while the server resources are remotely mounted, and can safely shut down the server without destroying the server or client resources. It is possible [refer to JP-A-5-250297 (Patent Document 1)].

  In addition, the user who uses the computer can recognize the system stop time, and can terminate the process being executed before the system stops, thereby avoiding the risk of the data integrity being lost due to the system stop. [See JP-A-9-190234 (Patent Document 2)].

  In addition, there are an information processing apparatus and a radio wave detector set in the office, and the target person is provided with a wireless transmitter that transmits a specific radio wave to identify an individual. The radio wave detector of the information processing device determines the radio wave detection level from the distance from the wireless transmitter attached to the target person, and the power status of the information processing device is either power ON, hibernate mode, shutdown → power OFF [See Japanese Patent Application Laid-Open No. 2007-202283 (Patent Document 3)].

JP-A-5-250297 JP-A-9-190234 JP 2007-202283 A

  In general call center operations, handling of personal information requires handling information security. It is desirable that the business system is shut down when the absence of the operator is detected so that the business system is not operated by another person when the operator is absent.

  Further, when a resource such as a request slip received from a customer is computer-processed, the resource is exclusively controlled by a specific operator, and other operators cannot process the resource during exclusion. For this reason, if the operator leaves the table for a long time with resource exclusion, the processing of the resource is delayed, and it is desirable to release the resource when leaving the seat. However, the conventional technology has the following problems. It was.

  For example, in the one described in Patent Document 1, a warning is displayed on the client and the resource is released, but when the operator is away from the desk, the warning cannot be seen and the resource cannot be released for a long time. There is. Further, if the operator is seated, it is natural to use resources, so there is a problem that it is troublesome for the operator to perform confirmation.

  Moreover, in the thing of patent document 2, since it shuts down at the predetermined time, there exists a problem that a shutdown may occur even if it is during customer correspondence.

  Moreover, in the thing of patent document 3, an operator must carry a wireless transmitter, for example, when a wireless transmitter is misplaced in the vicinity of a seat, there exists a problem that a shutdown is not performed. Moreover, it is necessary to prepare a wireless transmitter for each operator.

  Accordingly, a typical object of the present invention is to provide a call center capable of shutting down the client terminal business system and releasing occupied resources when the operator of the client terminal of the call center business system leaves the office for a long time. To provide a business system.

  The above and other objects and novel features of the present invention will be apparent from the description of this specification and the accompanying drawings.

  Of the inventions disclosed in the present application, the outline of typical ones will be briefly described as follows.

  In other words, a typical outline is that a client terminal operated by a call center operator, a self-phone corresponding to the client terminal, the client terminal and the self-phone are connected, and connection processing from an external telephone is performed via the telephone network. A call center server that performs a call center operator process, a screen processing function that changes the display of the client terminal to a screen saver state when the client terminal is in an inoperative state for a certain period of time, and a screen saver. When both the screen saver status of the client terminal due to the function and the non-calling status of the own phone occur, the business processing unit is instructed based on the duration of the status and the shutdown specified value set for the client terminal. , Shhh Those having a shutdown processing unit for instructing the down.

  The effects obtained by typical ones of the inventions disclosed in the present application will be briefly described as follows.

  In other words, the effect obtained by a typical one is that the operator has left his / her desk for a long time by using the client terminal normally provided for each operator at the call center and the own telephone, without preparing special equipment. Can be detected. This makes it possible to shut down the system and release resources when the operator has been away from the desk for a long time, thereby reducing the time to release resources that are not processed, and improving call center operational efficiency. It becomes possible.

  In addition, since personal information and resources displayed on the terminal disappear, information security can be ensured.

It is a block diagram which shows the structure of the call center business system which concerns on one embodiment of this invention. It is a figure which shows an example of the table used with the call center business system which concerns on one embodiment of this invention. It is a block diagram for demonstrating the whole process of the call center business system which concerns on one embodiment of this invention. It is a flowchart which shows operation | movement of the business system of the call center business system which concerns on one embodiment of this invention. It is a flowchart which shows operation | movement of the shutdown system of the call center business system which concerns on one embodiment of this invention.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. Note that components having the same function are denoted by the same reference symbols throughout the drawings for describing the embodiment, and the repetitive description thereof will be omitted.

<Configuration of call center business system>
A configuration of a call center business system according to an embodiment of the present invention will be described with reference to FIGS. FIG. 1 is a configuration diagram showing a configuration of a call center business system according to an embodiment of the present invention, and FIG. 2 is a diagram showing an example of a table used in the call center business system according to an embodiment of the present invention. 2 (a) shows the shutdown prescribed value table 110, FIG. 2 (b) shows the shutdown counter table 111, and FIG. 2 (c) shows the own telephone conversation state table 112.

  In FIG. 1, the call center business system includes a client terminal 101, a local telephone 102, networks 103 and 104, a call center server 105, a telephone network 106, and a partner telephone 107.

  Furthermore, the client terminal 101 includes a business system 108 that is a business processing unit that performs various processes of call center business, a shutdown system 109 that is a shutdown processing unit that performs a shutdown process of the business system 108, and an operating system 114 having a screen saver function 115. It consists of and.

  In addition, the shutdown system 109 stores a shutdown specification value table 110 in which the shutdown specification values are stored, a shutdown counter table 111 for measuring the time of leaving the seat, and the state of the own phone as shown in FIG. Own telephone call state table 112.

  As shown in FIG. 2A to FIG. 2C, the specified shutdown value table 110, the shutdown counter table 111, and the own telephone call state table 112 are respectively an item name and an item name corresponding to the number of the client terminal. The data corresponding to the contents and item names are stored.

  For example, as shown in FIG. 2A, the shutdown specified value table 110 stores “shutdown specified value” as the item name, and the content includes “time interval from when the screen saver is activated until shutdown is performed [ Minutes] ”and“ 30 ”is stored as data of the prescribed shutdown value.

  In addition, as shown in FIG. 2B, the shutdown counter table 111 stores “shutdown counter” as an item name, and stores “accumulated time [minutes] since the screen saver is activated”, “0” is stored as data of the shutdown counter.

  In addition, as shown in FIG. 2C, the own telephone call state table 112 stores “call state classification” as an item name, and the content holds “call state of own telephone (the state is“ call ” There is “medium” and “turned off”), and “busy” is stored as data of the call state classification.

  The operating system 114 is a GUI (Graphical User Interface) front end, and starts the system according to an instruction from the operator 116 or terminates the program according to an instruction from the operator 116 or the business system 108.

  The screen saver function 115 is activated when a clean saver is activated when the keyboard and mouse are not operated for a certain period of time, for example, a display screen such as a monitor is set to the screen saver state, and the keyboard and mouse are operated. Further, it has an interface for monitoring the activation state of the screen saver in response to a request from the business system 108 and activating or canceling it.

  It is assumed that the business system 108 operates in a thread different from the shutdown system 109 and can perform a shutdown notification of its own system according to functions that the operator 116 can use in business and instructions of the operator 116. The own telephone 102 is a telephone used by the operator 116 for business, and the client terminal 101 is installed in a place where the operator 116 can operate.

  The call center server 105 is connected to the client terminal 101 through the networks 103 and 104, the own telephone 102, and the partner telephone 107 through the telephone network 106. It has a call state notification function for notifying the client terminal 101 of the call state when the call state of the own telephone set 102 and the other party telephone set 107 is appropriately checked and the call state changes.

  The call status includes “busy” and “turn-off”. The state where the caller 102 and the other party's phone 107 can make a call is “busy”. And The call state notified to the client terminal 101 by the call center server 105 is stored in the own telephone call state table 112.

  The partner telephone 107 refers to an arbitrary telephone that makes / receives calls to / from its own telephone 102.

<Outline of shutdown operation of call center business system>
In the present embodiment, with the configuration shown in FIG. 1, when the operator 116 leaves the client terminal 101 for a long time, the business system 108 is shut down for the purpose of ensuring information security and releasing resources.

  Note that the state where the operator 116 is away means that the screen saver function 115 of the operating system 114 is activated and the own telephone 102 is not in a call state. If this state continues for a certain period of time, it is treated as being away for a long time, and the business system 108 is shut down.

  In order to realize this operation, in this embodiment, a business system 108 having a shutdown system 109 is introduced into the client terminal 101. The shutdown system 109 confirms the absence state of the operator 116 from the state of the own telephone 102 acquired through the call center server 105 and the activation state of the screen saver function 115.

  When the shutdown counter of the shutdown counter table 111 that measures the time of leaving the seat exceeds the shutdown specified value of the shutdown specified value table 110, the business system 108 is shut down.

  When the business system 108 shuts down, the computer processing of resources such as request slips received from the customers occupied by the business system is released.

<Overall processing of call center business system>
Next, the overall processing of the call center business system according to an embodiment of the present invention will be described with reference to FIG. FIG. 3 is a block diagram for explaining the overall processing of the call center business system according to the embodiment of the present invention.

  First, the operator 116 is operated in response to the activation instruction in step S101, and the operating system 114 is instructed to activate the business system 108 in step S102.

  In step S102 of the business system activation instruction, the operating system 114 that has received the instruction from the operator 116 activates the business system 108 and activates the business system 108. In step S103, the shutdown system 109 is activated by the business system 108 starting up a thread of the shutdown system 109 using a thread different from the own thread.

  In step S104, the business program of the business system 108 is executed to provide a function for the operator 116 to perform business processing.

  In step S105, the operator shutdown instruction gives an end instruction for the operator 116 to end the business system 108.

  In addition, the shutdown system 109 is executed in step S107 by starting the shutdown system in step S103. At this time, the absence state of the operator 116 is determined from the state of the screen saver function 115 and the own telephone 102. If the shutdown system 109 in step S107 determines that the operator 116 has been away for a long time, a shutdown instruction is issued to the business system 108 in step S108.

  Also, an operator shutdown instruction is issued in step S105, and in response to the operator shutdown instruction or the shutdown instruction by the shutdown system 109 in step S108, the thread of the business system 108 is stopped and program termination processing is performed in step S106. .

<Operation of business system of call center business system>
Next, the operation of the business system of the call center business system according to an embodiment of the present invention will be described with reference to FIG. FIG. 4 is a flowchart showing the operation of the business system of the call center business system according to the embodiment of the present invention.

  First, in step S201, an activation instruction for the business system 108 is executed. The operating system 114 is instructed to start the business system 108 by the operation of the operator 116 accompanying this. In step S202, the business system 108 is activated and executed. With this process, the operating system 114 activates the thread of the business system 108.

  Next, in step S203, the shutdown system 109 is activated. The business system 108 activates the shutdown system 109 in a separate thread from its business system 108.

  In the shutdown instruction confirmation in step S204, when the business system 108 or the shutdown system 109 requests a shutdown (Yes), the program is terminated. If there is no shutdown request (No), the process returns to the shutdown instruction confirmation in step S204 and the program is continued.

<Operation of shutdown system of call center business system>
Next, the operation of the shutdown system for the call center business system according to the embodiment of the present invention will be described with reference to FIG. FIG. 5 is a flowchart showing the operation of the shutdown system of the call center business system according to the embodiment of the present invention.

  First, in step S301, the shutdown specified value is read from the shutdown specified value table 110 by the operation of reading the contents of the shutdown specified value table 110, and is stored in the main storage device in the client terminal 101, for example. This stored content is a time interval from when the screen saver is activated to when it is shut down, and in this example, as shown in FIG. 2A, it is set to 30 minutes.

  Next, in the step S302 of resetting the shutdown counter, “0” is set in the shutdown counter of the shutdown counter table 111. This is the data format shown in the shutdown counter table 111 in FIG. 2B, and stores the accumulated time since the screen saver was activated. In this example, “0” is set.

  Next, the standby state step in step S303 waits for one minute, and transitions to an operation for confirming the call state notification in step S304. This is performed because the unit of the shutdown counter in the shutdown specified value table 110 and the shutdown counter table 111 is set to the “minute” unit.

  Next, it is confirmed whether or not the client terminal 101 has received the content notified by the call center server 105 that the call state of the telephone 102 has changed in the step S304 of obtaining the call state notification.

  In the call status reception confirmation step in step S305, the call status notification in step S304 is confirmed. If the client terminal has received the notification, the call status notification in step S306 is transitioned to memory (Yes). If not received, the call state in step S307 is changed to acquisition (No).

  Next, in the step of storing the call state notification in step S306, the call state of the own phone 102 notified by the call center server 105 is set in the call state section of the own phone call state table 112. This setting is a setting of the call state classification in the own-phone call state table 112 in FIG. In the call state classification, the call state of the own telephone 102 is held, and the call state is classified as “busy”. There are two types of states: “busy” and “switching off”.

  Next, in the step of acquiring the call state in step S307, the call state classification in the own telephone call state table 112 is acquired.

  In the confirmation step during the call in step S308, when the call state classification acquired in the step of acquiring the call state in step S307 is “busy”, the process transits to resetting the shutdown counter in step S302 (Yes). Otherwise, the process proceeds to the step of acquiring the screen saver activation state in step S309 (No).

  In the step of acquiring the screen saver activation state in step S309, the screen saver activation state is acquired from the screen saver function 115.

  Next, in the screen saver activation confirmation step in step S310, the presence or absence of the screen saver activation state in step S309 is acquired. If the screen saver is acquired in the activation state, the shutdown counter in step S311 is shifted to addition. (Yes), if the screen saver is not activated, the process proceeds to the shutdown counter reset in step S302 (No).

  In the step of adding the shutdown counter in step S 311, “1” is added to the shutdown counter in the shutdown counter table 111.

  Next, in the step S312 for determining the shutdown prescribed value, the shutdown counter in the shutdown counter table 111 is compared with the shutdown prescribed value in the shutdown prescribed value table 110. The process proceeds to the shutdown instruction step (Yes), and if not reached, the process proceeds to the standby in Step S303 (No).

  Note that the shutdown instruction in step S313 is an instruction to the business system 108 to shift to the end process when the shutdown instruction is confirmed as shown in step S204 in FIG.

  As described above, in this embodiment, when the screen saver of the client terminal is activated for a certain period of time by the shutdown system activated by the client terminal 101 and the operator's telephone is not busy, the operator leaves the office for a long time. When the operator leaves the office for a long time, it is possible to detect that the operator has left the office for a long time without preparing any special equipment. The business system can be easily shut down.

  As mentioned above, the invention made by the present inventor has been specifically described based on the embodiment. However, the present invention is not limited to the embodiment, and various modifications can be made without departing from the scope of the invention. Needless to say.

  The present invention is widely applicable to devices and systems that need to shut down a call center business system when an operator leaves the office for a long time in a call center business.

  DESCRIPTION OF SYMBOLS 101 ... Client terminal, 102 ... Own telephone, 103 ... Network, 104 ... Network, 105 ... Call center server, 106 ... Telephone network, 107 ... Counter telephone, 108 ... Business system, 109 ... Shutdown system, 110 ... Shutdown specified value table, 111 ... Shutdown counter table, 112 ... Self-phone call state table, 114 ... Operating system, 115 ... Screen saver function, 116 ... Operator.

Claims (3)

A client terminal operated by a call center operator;
A self-phone corresponding to the client terminal;
A call center server to which the client terminal and the own telephone are connected, and which performs connection processing from an external telephone via a telephone network;
The client terminal is
A business processing unit that performs operator processing of the call center;
A screen saver function for setting the display of the client terminal to a screen saver state when the client terminal is in an inoperative state for a certain period of time;
When both the screen saver state of the client terminal by the screen saver function and the non-call state of the own phone occur, based on the duration of the state and the shutdown specified value set corresponding to the client terminal, A call center business system comprising a shutdown processing unit that instructs a business processing unit to shut down. In the call center business system according to claim 1,
The call center business system, wherein the shutdown processing unit includes a shutdown regulation value table storing the shutdown regulation value, and a local telephone call state table storing a telephone conversation state of the local telephone acquired from the call center server. In the call center business system according to claim 1,
The call center business system, wherein the business processing unit releases resources related to the operator processing that have been occupied due to shutdown by an instruction from the shutdown processing unit.

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