JP2013201561A - User support job support method, server device and user support system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a user support job support method capable of further improving efficiency of a user support job.SOLUTION: In a user support job support method, when the off-hook of a telephone set allocated to an operator in charge is detected, a server device performs line control of disabling an IP line connection to a terminal device allocated to the operator in charge, and further performs the line control of limiting a public line connection by a user to a telephone set allocated to an operator other than the operator in charge, the line control of turning the IP line connection to the terminal device allocated to the operator in charge from the user from non-connectable to connectable, and line control of limiting the IP line connection by the user to the terminal device allocated to the operator other than the operator in charge.

Description

  The present invention relates to a user support system for responding to an inquiry from a user using a predetermined communication line.

  Patent Document 1 below discloses a technology that can switch between a telephone line and a line other than a telephone line such as VoIP (Voice over Internet Protocol) according to the intention of the user. Specifically, assuming a system that enables telephone communication using a public switched telephone network (PSTN) or an IP line network, first, a CPU that performs switching control uses a public switching telephone network. It is determined whether or not the telephone network can be used. If it is determined that the telephone network can be used, it is further determined whether or not the user desires to use the public switched telephone network. When it is determined that the user wants to use the public switched telephone network, the CPU performs line switching control so that the telephone is connected to the public switched telephone network. On the other hand, if the public switched telephone network is in use and cannot be used, or if it is determined that the user does not wish to use the public switched telephone network, the CPU causes the telephone to be connected to the IP line network. Perform line switching control.

JP 2003-179688 A

  However, in the technique described in Patent Document 1, the line connected to the telephone can be mechanically switched, but one line (public switched telephone network / Because the other line cannot be rejected during a call (or communication) using the IP line network), the user who is inquiring receives an incoming call from someone other than the user who is currently inquiring. However, there was a problem that the service using the other line could not be started. For example, even if a call center operator who is talking to a user using a telephone (public switched telephone network) can respond while watching a display using a PC (IP line network), Since it is possible for a user to make an inquiry to this operator using an IP line, there is a possibility that both lines cannot be used exclusively for the user who is currently inquiring. It is. As described above, the technique described in Patent Document 1 has a problem that it is not possible to provide efficient support using the two lines to the user who is currently inquiring.

  The present invention has been made in view of the above, and in a situation where a call center operator who is a communication partner of a user can use both lines of a public switched telephone network and an IP line network, further efficiency of user support work is achieved. It is an object of the present invention to provide a user support business support method and a user support system that can be realized.

  In order to solve the above-described problems and achieve the object, the user support business support method according to the present invention is a phone call using a telephone capable of public line connection by the operator in charge of the user in response to an inquiry from the user. And line control of telephones and terminal devices assigned to a plurality of operators including the operator in charge in the corresponding user support system through communication using a terminal device capable of IP line connection, or both. A user support business support method by a server device, wherein when the server device detects an off-hook of a telephone assigned to the operator in charge, the operator in charge is used as public line connection information indicating a public line connection status. Indicates that the user is “busy” with the user using the telephone. Stores in the storage unit, and also stores information indicating that the telephone is “off hook” as public line information in the storage unit, and further connects an IP line connection to the terminal device assigned to the operator in charge. An IP line connection disabling setting step for performing line control for disabling, and creating reservation information indicating that the server device permits an IP line connection from the user to the terminal device assigned to the operator in charge; IP line connection incoming reservation step for storing reservation information in a storage unit, and public line connection for performing line control for restricting public line connection by the user to a telephone assigned to an operator other than the operator in charge by the server device A limiting step, and the server device performs IP transfer from the user to the terminal device assigned to the operator in charge. An IP line connection permission step for performing line control to allow connection from the connection impossible to the connection, and a line for restricting the IP line connection by the user to a terminal device assigned to an operator other than the operator in charge by the server device IP line connection restriction step for performing control, and when the server device detects an incoming IP line connection to a terminal device assigned to the operator in charge, an IP line connection incoming user can send an IP address to the terminal device. A reservation user determination step for determining whether or not a user is permitted to connect to a line by searching the reservation information; and the server device receives an IP to the terminal device assigned to the operator in charge in the reservation user determination step. It is determined that the user is permitted to connect to the line, and off-hook of the terminal device is detected. Information indicating that the operator in charge is “communicating” with the user using the terminal device as IP line connection information indicating the status of the IP line connection. An IP line network processing step of storing information indicating that the terminal device is “off-hook” in the storage unit as the IP line information.

  In addition, in response to an inquiry from a user, the server device according to the next invention is such that the operator in charge of the user makes a call using a telephone capable of public line connection, communication using a terminal device capable of IP line connection, Or a server device that performs line control of telephones and terminal devices assigned to a plurality of operators including the operator in charge of the user within the corresponding user support system, wherein the telephones in the user support system PBX (Private Branch eXchange) server means for controlling public line connection and SIP server means for controlling IP line connection of a terminal device in the user support system using SIP (Session Initiation Protocol), The PBX server means off-hooks the telephone assigned to the operator in charge. Is detected as public line connection information indicating the status of public line connection, the information indicating that the operator in charge is “calling” with the user using the telephone is stored in the storage unit, and Then, processing for storing in the storage unit information indicating that the telephone is “off-hook” as public line information, and the SIP server means connects the IP line connection to the terminal device assigned to the operator in charge. Line control is performed so that the PBX server means permits the IP line connection from the user to the terminal device assigned to the operator in charge, and the reservation information is stored in the storage unit. Process to store and the PBX server means by the user to a telephone assigned to an operator other than the operator in charge Perform line control to limit public line connection, and the SIP server means performs line control to allow connection from the connection impossible to the IP line connection from the user to the terminal device assigned to the operator in charge. Line control is performed to limit the IP line connection by the user to a terminal device assigned to an operator other than the responsible operator, and the SIP server means connects the IP line to the terminal device assigned to the responsible operator. When an incoming call is detected, a process is performed to determine whether or not the IP line connection incoming user is a user permitted to connect to the terminal device by searching the reservation information. It is determined that the user is permitted to connect to the assigned terminal device through the IP line, and the terminal device Information indicating that the operator in charge is “communicating” with the user using the terminal device as IP line connection information indicating the status of the IP line connection. In addition, as the IP line information, a process of storing information indicating that the terminal device is “off hook” in the storage unit is performed.

  A user support system according to the next invention includes a server device according to any one of claims 6 to 10 and a telephone set and a terminal device assigned to a plurality of operators including an operator in charge of a user who makes an inquiry. And an operator system.

  According to the present invention, it is possible to further improve the efficiency of user support work in a situation where an operator who is a communication partner of a user can use both the public switched telephone network and the IP line network. Play.

FIG. 1 is a diagram for explaining an overview of a user support function. FIG. 2 is a diagram illustrating a state in which IP connection from the PC of user A and the PC of another user to the PC assigned to operator X is disabled. FIG. 3 is a diagram showing whether or not line connection is possible in a state where “IP line connection incoming reservation” is set. FIG. 4 is a diagram illustrating a configuration example of a user support system. FIG. 5 is a diagram illustrating a modification of the user support system. FIG. 6 is a diagram illustrating a configuration example of the server apparatus. FIG. 7 is a diagram illustrating an example of user information. FIG. 8 is a diagram illustrating an example of operator information. FIG. 9 is a diagram illustrating an example of user charge information. FIG. 10 is a diagram illustrating an example of reservation information. FIG. 11 is a diagram illustrating an example of operator terminal information. FIG. 12 is a diagram illustrating a configuration example of an operator terminal. FIG. 13 is a flowchart showing a user support work support method. FIG. 14 is a flowchart showing detailed processing of “public line network processing”. FIG. 15 is a diagram illustrating exclusive control setting of a used line after “public line network processing” is executed. FIG. 16 is a flowchart showing the detailed processing of “IP line connection incoming reservation”. FIG. 17 is a diagram showing the exclusive control setting of the user after executing the “IP line connection incoming reservation” setting. FIG. 18 is a diagram showing an example of an operator terminal screen when “IP line connection incoming call reservation” is set. FIG. 19 is a flowchart showing the detailed processing of “IP network processing”. FIG. 20 is a diagram illustrating screen transition of the operator terminal and the user PC in the remote operation. FIG. 21 is a flowchart showing detailed processing of “line exclusion release processing”. FIG. 22 is a diagram showing a modification of the screen of the operator terminal when “IP line connection incoming reservation” is set. FIG. 23 is a diagram showing reservation information after setting “IP line connection outgoing reservation”. FIG. 24 is a diagram illustrating an example of incoming call history information. FIG. 25 is a diagram illustrating an example of outgoing call history information. FIG. 26 is a flowchart illustrating a detailed process of “IP line connection incoming reservation” according to the second embodiment. FIG. 27 is a diagram illustrating operator terminal information according to the second embodiment after the execution of step S1. FIG. 28 is a diagram illustrating reservation information according to the second embodiment after execution of step S3-11.

  Hereinafter, embodiments of a user support business support method and a user support system according to the present invention will be described in detail with reference to the drawings. Note that the present invention is not limited to the embodiments.

  The outline of the user support function in the user support system of the present embodiment will be described with reference to FIG. Here, as a premise regarding the user equipment and call center personnel deployment, the user A who makes an inquiry can make a call using a public switched telephone network (hereinafter referred to as “public line”), and an IP line connection. As an example, operators X and Y are enrolled in the call center, and a telephone (public line connection) and a PC (IP line connection: hereinafter “terminal” are used for each operator. ”Or“ operator terminal ”)). As a situation, it is assumed that in the user support system of this embodiment, a user receives user support for his / her inquiry from a call center operator using either a telephone or a PC or both. To do.

  FIG. 2 illustrates the processing for disabling IP connection (rejecting incoming calls) with the operator X as the center. FIG. 2 shows a state in which IP connection from the PC of user A and the PC of another user to the PC assigned to operator X is disabled. Since the telephone set assigned to the operator X is busy, other users cannot connect to the public line (call) to the telephone set assigned to the operator X.

  In this embodiment, the concept of “IP line connection incoming reservation” is introduced in the user support system. This concept roughly includes two concepts, and it is sufficient to include at least one of the concepts. However, for convenience of explanation, the following description will be given on the assumption that the two concepts are included at the same time. Specifically, after the IP connection to the PC assigned to the operator X is disabled as described above, the call center side permits “IP reservation” only for the user A to the IP connection to the PC assigned to the operator X. Is set (first concept). Further, for user A who is an inquiry user, connection to a telephone set and a PC assigned to an operator other than the incoming call reservation operator is restricted (second concept). By introducing such a concept, it is not limited to “impossible IP connection to PC assigned to operator X (incoming call rejection), simply to be in an incoming call rejection state” as described in FIG. The incoming call from the user A is transmitted only to the operator X, and the operator X can be positioned as a temporary dedicated operator for the user A. When such “reception reservation” is set, the destination operator X is referred to as a reception reservation operator. FIG. 3 illustrates the concept of “IP line connection incoming reservation” in relation to the user A, the operator X, and another operator Y. FIG. 3 shows whether line connection is possible or not in a state where “IP line connection incoming reservation” is set. That is, the operator X who is an incoming call reservation operator accepts only a connection request (public line connection, IP line connection) from the user A who is an inquiry user. For user A, while “IP line connection incoming reservation” is set, it can be seen that the connection to the telephone and PC assigned to operator Y for which incoming reservation is not set is restricted.

  The details of the processing from (1) to (2) in FIG. 1 have been described above with reference to FIGS. 2 and 3. Here, returning to FIG. 1 again, the processing after (2) will be described. explain. Next, during a call between the user A and the operator X using the public line (corresponding to (2)) or after the user A and the operator X disconnect the call (corresponding to (3)), the user A When an IP line connection is requested to the call center, the call center side connects the PC of user A who is an inquiry user and the PC assigned to operator X which is an incoming call reservation operator (corresponding to (4)). Here, since “IP line connection incoming call reservation” is set as described above, the PC of user A and the PC assigned to operator Y who is not the incoming call reservation operator are not connected. When the PC assigned to the user A and the PC assigned to the operator X are connected by an IP line, the operator X uses the PC assigned to the operator X, for example, by performing a remote operation on the user A's PC. It is possible to respond to an inquiry from the user A (corresponding to (5)).

  As shown in (3) of FIG. 1, when the call between the user A and the operator X is disconnected and the user A calls the call center again while the “IP line connection call reservation” is set, the call center On the side, the telephone of user A who is an inquiry user is connected to the telephone assigned to operator X which is an incoming call reservation operator (corresponding to (6)).

  As described above, in the user support function in the user support system of the present embodiment, the operator in charge can be designated on a user basis by introducing the concept of “IP line connection incoming reservation”. The exclusive IP line connection from the PC to the PC assigned to the operator who has made a call on the public line becomes possible, thereby improving the efficiency of the user support work. In addition, since a public line and an IP line can be used together in a user support service, finer support is possible than support based only on a telephone call or data communication using a PC.

  Hereinafter, a user support work support method in the user support system of the present embodiment will be described in detail with reference to the drawings.

  FIG. 4 is a diagram illustrating a configuration example of the user support system according to the present embodiment. The user support system of the present embodiment includes a call center 1 having a server device 11 and an operator system 12, and a user system having a telephone 21 and a PC 22 owned by a user who makes an inquiry (hereinafter also referred to as “inquiry user”). 2 can be connected via the public line network 3, the IP line network 4, or both.

  The server device 11 includes a PBX (Private Branch eXchange) function unit 13, a SIP (Session Initiation Protocol) function unit 14, and a DB unit (storage unit) 15. The PBX function unit 13 has a function as a PBX server that connects a plurality of telephones in the call center 1 to a public line such as a subscriber telephone network or an ISDN (Integrated Services Digital Network) line. The SIP function unit 14 has a function as a SIP server that performs call control using SIP. The DB unit 15 is a database for storing information (described later) necessary for realizing the user support business support method of the present embodiment.

  The operator system 12 includes an operator telephone 16 and an operator terminal (PC) 17 assigned to the operator. The operator telephone 16 and the operator terminal 17 in the operator system 12 each have a PBX function in the server device 11. Are connected to the unit 13, the SIP function unit 14, and the DB unit 15 through an in-house LAN (Local Area Network). The operator telephone 16 is connected to the public line via the public line connection LAN and PBX function unit 13. The operator terminal 17 is connected to the IP line via the IP line connection LAN and SIP function unit 14.

  FIG. 5 is a diagram illustrating a modification of the user support system of the present embodiment. Here, instead of the server device 11, a PBX server 13A, a SIP server 14A, and a DB unit 15 are provided. The PBX server 13A includes functions equivalent to the PBX function unit 13, and the SIP server 14A includes functions equivalent to the SIP function unit 14.

  FIG. 6 is a diagram illustrating a configuration example of the server apparatus 11 illustrated in FIG. 6, the server device 11 includes a control unit 31 that controls the entire server device 11, a DB unit 15, a public line communication unit 32 that is a public line interface, and an IP line communication unit 33 that is an IP line interface. A communication unit 34 as an in-house LAN interface, an input unit 35 such as a keyboard and a mouse, and an output unit (display unit) 36 as a display screen such as a display.

  In addition, in FIG. 6, the control unit 31 includes a reservation management unit 37 that manages reservation information, a user management unit 38 that manages user information and user charge information, in addition to the PBX function unit 13 and the SIP function unit 14. And an operator management unit 39 that manages operator information and operator terminal information.

  The DB unit 15 includes a user information storage unit 40, an operator information storage unit 41, a user charge information storage unit 42, a reservation information storage unit 43, and an operator terminal information storage unit 44.

  The user information storage unit 40 operates as CRM (Customer Relationship Management), and accumulates and manages customer information and customer correspondence history. FIG. 7 is a diagram illustrating an example of user information stored in the user information storage unit 40. The user information storage unit 40 stores, for each user, a user code, a user name, a telephone number (public line), a telephone number (IP line), usage software, and the like that are associated in advance. Along with the setting of “Receiving connection”, for each user, the operator ID of the connection destination operator, presence / absence of public line connection restriction (“○ (with connection restriction)”, “× (no connection restriction)”), IP line connection The presence / absence of restriction (“◯ (with connection restriction)”, “× (no connection restriction)”) is stored.

  The operator information storage unit 41 stores information about operators in the call center. FIG. 8 is a diagram illustrating an example of operator information stored in the operator information storage unit 41. The operator information storage unit 41 stores, as operator information, an operator ID, an operator name, and a timeout time (seconds) associated with each operator in advance.

  The user charge information storage unit 42 stores information for associating a user with an operator in charge of the user (charged operator). FIG. 9 is a diagram illustrating an example of user charge information stored in the user charge information storage unit 42. In the user charge information storage unit 42, the user code of the user and the operator ID of the charge operator are stored in advance as user charge information.

  The reservation information storage unit 43 stores the setting status of “IP line connection incoming reservation”. FIG. 10 is a diagram illustrating an example of reservation information stored in the reservation information storage unit 43. The reservation information storage unit 43 includes, as reservation information, a user code, an operator ID of an incoming call reservation operator, presence / absence of an IP line connection incoming call reservation setting (“○ (set)”, “× (no setting)”), reservation date and time The operator ID of the reservation operator is stored in an associated state.

  The operator terminal information storage unit 44 stores the status of telephones and terminals assigned to each operator. FIG. 11 is a diagram illustrating an example of operator terminal information stored in the operator terminal information storage unit 44. In the operator terminal information storage unit 44, as operator terminal information, for each operator, an operator ID, an operator terminal ID, a public line connection status ("incoming call", "during communication", "incoming call rejection"), IP line connection Status ("Accepting incoming", "Communicating", "Rejecting incoming"), Public line information ("Off hook", "On hook"), IP line information ("Off hook", "On hook"), Connection user code, etc. It is stored in an associated state.

  FIG. 12 is a diagram showing a configuration example of the operator terminal 17 in the operator system 12 shown in FIG. The operator terminal 17 includes a control unit 51 for controlling the entire terminal, a storage unit 52 for storing information necessary for realizing the user support work support method of the present embodiment, and an input such as a keyboard and a mouse. Unit 53, an output unit (display unit) 54 that is a display screen such as a display, a communication unit 55 that is an internal LAN interface, and an IP line communication unit 56 that is an IP line interface.

  In FIG. 12, the storage unit 52 includes a user information storage unit 61, an operator information storage unit 62, a user charge information storage unit 63, a reservation information storage unit 64, and an operator terminal information storage unit 65. Corresponding to a user information storage unit 40, an operator information storage unit 41, a user charge information storage unit 42, a reservation information storage unit 43, and an operator terminal information storage unit 44.

  Subsequently, a user support work support method in the user support system of the present embodiment will be described in detail according to a flowchart. FIG. 13 is a flowchart showing a user support business support method in the user support system of this embodiment. In the present embodiment, it is assumed that a user who has been registered in the DB unit 15 in advance as a user code: 1000 makes an inquiry to the call center 1 using the telephone 21 (public line connection) owned by the user.

  First, when the user makes an inquiry to the call center 1 using the telephone 21 (public line connection) owned by the user, the server device 11 in the call center 1 first executes “public line network processing” in step S1. To do.

  Here, the “public line network processing” in step S1 will be specifically described. FIG. 14 is a flowchart showing detailed processing of “public line network processing” in step S1.

  The PBX function unit 13 that has detected an incoming call from the inquiring user via the public line communication unit 32 uses the telephone number of the inquiring user: “03-12345678” as a key from the user information storage unit 40 to obtain the user information ( User code: “1000”, user name: “X accounting office”,..., Use software: “cash accounting book”) (S1-1).

  Next, the PBX function unit 13 notifies the operator management unit 39 of an information notification instruction to the operator terminal 17 (including a user code: “1000” in the user information). The operator management unit 39 uses the notified user code: “1000” as a key, and the user information of the inquiry user from the user information storage unit 40 (user code: “1000”, user name: “X accounting office”,... (Use software: “cash accounting book”), user information (user code: “1000”, operator ID of the operator in charge of the inquiry user: “900001”) is read from the user information storage unit 42. In addition, the operator management unit 39 uses the operator ID: “900001” in the read user assigned information as a key, and from the operator information storage unit 41, the operator information (operator ID: “900001”, operator name: “O” "* Da", timeout: "60 seconds"). Further, the operator management unit 39 uses the operator ID: “900001” in the read operator information as a key, and from the operator terminal information storage unit 44, the operator terminal information (operator ID: “900001”, operator terminal ID: Read “50001”, etc.). The operator management unit 39 then reads out the user information, the user charge information, the operator read out above for the operator terminal 17 assigned to the operator in charge corresponding to the operator terminal ID: “50001” in the read operator terminal information. Information is notified via the communication unit 34, and then the completion of information notification to the operator terminal 17 is notified to the PBX function unit 13 and the SIP function unit 14 (S1-2).

  On the other hand, in the operator terminal 17 that has received the user information, the user charge information, and the operator information via the communication unit 55, the control unit 51 converts these information into the user information storage unit 61, the user charge information storage unit 63, and the operator information, respectively. Store in the storage unit 62.

  Next, the PBX function unit 13 waits for detection of an off-hook of the operator telephone 16 assigned to the operator in charge (No in S1-3). When the off-hook of the operator telephone 16 is detected (S1-3, Yes), the PBX function unit 13 instructs the operator terminal 16 to update the operator terminal information associated with the off-hook detection of the operator telephone 16 (the operator terminal 17 assigned to the operator in charge). Operator terminal ID: “50001” and user code of inquiry user: “1000” are included) to the operator management unit 39. Using the operator terminal ID: “50001” as a key, the operator management unit 39 changes the public line information column of the operator terminal information stored in the operator terminal information storage unit 44 from “on hook (default)” to “off hook”. The code field is updated from "-(default)" to "1000", and the public line connection field is updated from "receivable (default)" to "busy", and then the operator terminal information update completion is updated to PBX. The function unit 13 and the SIP function unit 14 are notified (S1-4). Here, the default state is maintained in the IP line connection column and the IP line information column of the operator terminal information, and “incoming call reception” and “on hook” are stored, respectively.

  The SIP function unit 14 notified of the completion of the update of the operator terminal information by the PBX function unit 13 sets the IP line connection to the operator terminal 17 assigned to the operator in charge to reject the incoming call, and then to the operator terminal 17. The operator management unit 39 is notified of an operator terminal information update instruction (including operator terminal ID: “50001”) for rejecting the incoming IP line connection. The operator management unit 39 updates the IP line connection column of the operator terminal information stored in the operator terminal information storage unit 44 from “receivable (default)” to “rejected” with the operator terminal ID: “50001” as a key. Then, the completion of updating the operator terminal information is notified to the SIP function unit 14 and the PBX function unit 13 (S1-5). FIG. 11 shows the operator terminal information after execution of “public line network processing” in step S1.

  In the present embodiment, the case where the user makes an inquiry to the call center 1 using the telephone 21 (public line connection) owned by the user is described, but the present invention is not limited to this. When an inquiry is made to the call center 1 using the PC 22 (IP line connection), the public line and the IP line are replaced, and step S1 is executed. As a result, the public line connection column of the operator terminal information is set to “Receivable”. (Default) "will be updated to" Reject incoming call ". FIG. 15 is a diagram illustrating exclusive control setting for the used line after the execution of “public line network processing” in step S1. For example, when the public line connection is “◯ (during communication)”, the IP line connection is “× (reject incoming call)”, and when the IP line connection is “○ (during communication)”, the public line connection is “ X (Rejected call) ".

  After executing “public line network processing” in step S1, in the server device 11 in the call center 1, the PBX function unit 13 uses the user code of the inquiry user: “1000” as a key to make an inquiry to the reservation information storage unit 43. It is searched whether or not the reservation information is stored (S2).

  For example, when the reservation information of the inquiring user is not stored, that is, when “IP line connection incoming reservation” is not set for the inquiring user (S2, No), the server device 11 in the call center 1 performs the step Set "IP line connection incoming reservation" in S3.

  Here, “IP line connection incoming reservation” in step S3 will be described in detail. FIG. 16 is a flowchart showing detailed processing of “IP line connection incoming reservation” in step S3.

  For example, if “IP line connection incoming reservation” is not set for the inquiring user (S2, No), the PBX function unit 13 uses the user code of the inquiring user: “1000” as a key, and the user charge information storage unit 42, the operator ID “900001” of the operator in charge of the inquiry user is read out, and the operator ID “900001” of the reception operator connected to the user code “1000” is read out from the operator terminal information storage unit 44, respectively. Then, the PBX function unit 13 notifies the user management unit 38 of a reservation setting instruction (including the user code of the inquiry user: “1000” and the operator ID of the operator in charge: “900001”). Upon receiving the instruction, the user management unit 38 updates the connection destination operator column of the user information stored in the user information storage unit 40 from “− (default)” to “900001” using the user code: “1000” as a key. Thereafter, the update of the user information is notified to the PBX function unit 13 and the SIP function unit 14. Next, the PBX function unit 13 instructs the reservation management unit 37 to create a reservation information (inquiry user code: “1000”, operator ID of the operator in charge: “900001”, operator ID of the receiving operator: “900001” ”). Upon receiving the instruction, the reservation management unit 37 sets the user code of the inquiring user to “1000”, sets the operator ID of the incoming call reservation operator to “900001”, sets the IP line connection incoming call reservation status to “O (set)”, For example, reservation information with reservation date / time “2012/3/10” and operator ID of the reservation operator as “900001” is created, and the reservation information is stored in the reservation information storage unit 43. Then, the reservation management unit 37 notifies the PBX function unit 13 and the SIP function unit 14 of the completion of reservation information creation (S3-1).

  Next, the PBX function unit 13 performs public line connection restriction for restricting the connection by the inquiry user to the telephone assigned to the operator other than the incoming call reservation operator (operator in charge), and then user information associated with the public line connection restriction. An update instruction (including the user code of the inquiry user: “1000” is included) is notified to the user management unit 38. The user management unit 38 sets the public line connection restriction column of the user information stored in the user information storage unit 40 from “× (default: no connection restriction)” to “◯ (connection restriction) using the user code:“ 1000 ”as a key. Present) ”, and then notifies the PBX function unit 13 and the SIP function unit 14 of the completion of the update of the user information (S3-2).

  The SIP function unit 14 that has received the update of the inquiry user's user information sets the operator terminal 17 assigned to the operator in charge of the inquiry user (incoming reservation operator) to accept only the inquiry user's PC 22, Thereafter, the SIP function unit 14 notifies the operator management unit 39 of an operator terminal information update instruction (including operator terminal ID: “50001”) for allowing only the inquiry user's PC 22 to receive a call. Using the operator terminal ID: “50001” as a key, the operator management unit 39 updates the IP line connection column of the operator terminal information stored in the operator terminal information storage unit 44 from “incoming call rejection” to “incoming call”. Then, the update of the operator terminal information is notified to the SIP function unit 14 (S3-3).

  Next, the SIP function unit 14 performs IP line connection restriction for restricting connection by an inquiry user to a terminal assigned to an operator other than the incoming call reservation operator (operator in charge), and then user information associated with the IP line connection restriction. An update instruction (including the user code of the inquiry user: “1000” is included) is notified to the user management unit 38. The user management unit 38 sets the IP line connection restriction column of the user information stored in the user information storage unit 40 from “× (default: no connection restriction)” to “◯ (connection restriction) using the user code:“ 1000 ”as a key. Update to “Yes”, and then notifies the SIP function unit 14 and the PBX function unit 13 of the completion of the update of the user information (S3-4). FIG. 7 shows user information after execution of the “IP line connection incoming reservation” setting in step S3.

  FIG. 17 is a diagram showing the exclusive control setting of the user after executing the “IP line connection incoming call reservation” setting in step S3. For example, the user who is the target of the “IP line connection incoming reservation” setting and the incoming call reservation operator can make an IP line connection and a public line connection (“◯”). Also, other users and incoming call reservation operators cannot connect to an IP line or a public line (“× (reject incoming call)”). In addition, the user who is the target of “IP line connection incoming reservation” setting and other operators cannot connect to the IP line or the public line (“× (connection restriction)”). Also, other users and other operators can make IP line connections and public line connections (“◯”).

  FIG. 18 is a diagram showing an example of the screen of the operator terminal 17 when “IP line connection incoming reservation” is set. Here, operator information, user information, reservation information, and operator terminal information stored in each storage unit are displayed. Also, setting buttons are arranged on the display screen, and for example, on-hook and off-hook of the operator terminal 17 can be set from this display screen.

  After executing the “IP line connection incoming reservation” setting in step S3 or when the “IP line connection incoming reservation” is already set for the inquiring user in the search process of step S2 (S2, Yes), the call center Next, in the server device 11 within 1, the PBX function unit 13 determines whether or not the inquiry user's telephone 21 is on-hook (S4).

  For example, when the PBX function unit 13 detects an on-hook of the telephone 21 of the inquiring user (S4, Yes), the PBX function unit 13 instructs the operator terminal information to be updated when the on-hook detection of the telephone 21 is detected (the operator terminal of the operator terminal 17). ID: “50001”) is notified to the operator management unit 39. Using the operator terminal ID: “50001” as a key, the operator management unit 39 changes the public line connection column of the operator terminal information stored in the operator terminal information storage unit 44 from “busy” to “receivable” to the public line information. The column is updated from “off hook” to “on hook”, respectively, and thereafter, the operator terminal information update completion is notified to the PBX function unit 13 and the SIP function unit 14 (S5).

  When the PBX function unit 13 cannot detect the on-hook of the telephone 21 of the inquiry user (S4, No), or when the update of the operator terminal information is completed in step S5, the server device 11 in the call center 1 The SIP function unit 14 determines whether an incoming IP line connection is detected (S6).

  For example, when the SIP function unit 14 detects an incoming IP line connection via the IP line communication unit 33 (S6, Yes), the SIP function unit 14 next uses the telephone number of the incoming IP line connection as a key. The user code is read from the user information storage unit 40, and the operator ID of the operator in charge is read from the user charge information storage unit 42 using the read user code as a key. Then, the SIP function unit 14 refers to the reservation information storage unit 43 to search whether or not the reservation information including the read user code and operator ID is stored, so that the user who has received the IP line connection receives “IP It is determined whether or not the user has been set for “line connection incoming call reservation” (S7). For example, when the telephone number for incoming IP line connection is “05012345678”, the user code: “1000” is read from the user information storage unit 40, and the operator ID of the operator in charge is “900001” from the user charge information storage unit 42. ”Is read out and these pieces of information are stored as reservation information. Therefore, it is possible to determine that the IP line connection incoming user is the user for which“ IP line connection incoming reservation ”is set.

  For example, when it is determined that the IP line connection incoming user is a user for which “IP line connection incoming reservation” is set (S7, Yes), the SIP function unit 14 instructs the operator terminal 17 to notify information ( The user management unit 39 is notified of the user code (including “1000”). The operator management unit 39 uses the notified user code: “1000” as a key, and the user information of the inquiry user from the user information storage unit 40 (user code: “1000”, user name: “X accounting office”,... Connection destination operator: “900001”, public line connection restriction: “◯ (with connection restriction)”, IP line connection restriction: “◯ (with connection restriction)”) from reservation information storage unit 43 to reservation information (user code: "1000", incoming call reservation operator: "900001", IP line connection incoming call reservation setting: "O (set)", reservation date: "2012/3/10", reservation operator: "900001") . Further, the operator management unit 39 uses the operator ID: “900001” of the incoming call reservation operator in the read reservation information as a key, and from the operator terminal information storage unit 44, the operator terminal information (operator ID: “900001”, Operator terminal ID: “50001”,..., Connected user code: “1000”). The operator management unit 39 then reads the user information, reservation information, and operator terminal read out above for the operator terminal 17 assigned to the operator in charge corresponding to the operator terminal ID “50001” in the read operator terminal information. The information is notified, and then the completion of the information notification to the operator terminal 17 is notified to the SIP function unit 14 and the PBX function unit 13 (S8).

  On the other hand, in the operator terminal 17 that has received user information, reservation information, and operator terminal information via the communication unit 55, the control unit 51 converts these information into a user information storage unit 61, a reservation information storage unit 64, and operator terminal information, respectively. Store in the storage unit 65.

  Next, the server device 11 in the call center 1 executes “IP network processing” in step S9. Here, the “IP network processing” in step S9 will be specifically described. FIG. 19 is a flowchart showing detailed processing of “IP network processing” in step S9.

  When the SIP function unit 14 notified of the completion of the information notification to the operator terminal 17 in step S8 detects the off-hook of the IP line by the operator terminal 17, an instruction to update the operator terminal information accompanying the off-hook detection of the operator terminal 17 (operator The operator management unit 39 is notified of the operator terminal ID of terminal 17 (including “50001”). Using the operator terminal ID: “50001” as a key, the operator management unit 39 changes the IP line information column of the operator terminal information stored in the operator terminal information storage unit 44 from “on hook (default)” to “off hook”, and The IP line connection column is updated from “acceptable” to “busy”, and then the completion of updating the operator terminal information is notified to the SIP function unit 14 and the PBX function unit 13 (S9-1).

  Next, the SIP function unit 14 notifies the operator management unit 39 of an operator terminal information notification instruction (including an operator terminal ID: “50001”) to the operator terminal 17. Upon receiving this notification, the operator management unit 39 reads the operator terminal information from the operator terminal information storage unit 44 using the operator terminal ID: “50001” as a key, notifies the operator terminal 17 of the read operator terminal information, and then The notification completion of the operator terminal information is notified to the SIP function unit 14 and the PBX function unit 13 (S9-2).

  On the other hand, in the operator terminal 17 that has received the operator terminal information via the communication unit 55, the control unit 51 stores (updates) this information in the operator terminal information storage unit 65.

  After the processing of step S9-2 is completed, the SIP function unit 14 starts remote operation by operator operation as necessary (S9-3). FIG. 20 is a diagram illustrating screen transition of the operator terminal 17 and the PC 22 in remote operation. Here, the screen sharing process is executed on both sides, and then the state in which the editing by the operator terminal 17 is reflected on the user's PC 22 is expressed.

  Thereafter, the SIP function unit 14 reads the operator terminal information from the operator terminal information storage unit 44 using the operator terminal ID: “50001” as a key, and determines whether the public line information column is “on-hook” (S9-4). In the case of “on-hook” (S9-4, Yes), the on-hook detection of the operator terminal 17 is awaited (S9-5, No). For example, when the on-hook of the operator terminal 17 is detected (S9-5, Yes), the SIP function unit 14 instructs the operator terminal 17 to update the operator terminal information accompanying the on-hook detection of the operator terminal 17 (the operator terminal ID of the operator terminal 17: “50001 Is included) to the operator management unit 39. The operator management unit 39 uses the operator terminal ID: “50001” as a key, changes the IP line information column of the operator terminal information stored in the operator terminal information storage unit 44 from “off hook” to “on hook”, and connects to the IP line. The column is updated from “busy” to “receivable”, and then the completion of updating the operator terminal information is notified to the SIP function unit 14 and the PBX function unit 13 (S9-6).

  On the other hand, if the public line information field is “off hook” in step S9-4 (S9-4, No), both the operator telephone 16 and the operator terminal 17 are “busy”, so one of the on-hook is awaited. (S9-7, No, S9-8, No).

  For example, when the PBX function unit 13 first detects “on hook” of the operator telephone set 16 (S9-7, No, S9-8, Yes), the PBX function unit 13 uses the operator terminal 16 to detect the on-hook of the operator telephone set 16. The operator management unit 39 is notified of an information update instruction (including the operator terminal ID of the operator terminal 17: “50001”). The operator management unit 39 uses the operator terminal ID: “50001” as a key, changes the public line information column of the operator terminal information stored in the operator terminal information storage unit 44 from “off hook” to “on hook”, and connects to the public line. The column is updated from “busy” to “receivable”, and then the operator terminal information update completion is notified to the PBX function unit 13 and the SIP function unit 14 (S9-9). Then, in step S9-5, the operator terminal 17 is waited for “on-hook” (S9-5, No).

  Further, when both the operator telephone 16 and the operator terminal 17 are “busy” (S9-7, No, S9-8, No), the SIP function unit 14 first detects “on hook” of the operator terminal 17. In this case (S9-7, Yes), the SIP function unit 14 sends an operator terminal information update instruction (including the operator terminal ID of the operator terminal 17: “50001”) accompanying the on-hook detection of the operator terminal 17 to the operator management. Notification to the unit 39. The operator management unit 39 uses the operator terminal ID: “50001” as a key, changes the IP line information column of the operator terminal information stored in the operator terminal information storage unit 44 from “off hook” to “on hook”, and connects to the IP line. The column is updated from “busy” to “receivable”, and then the completion of updating the operator terminal information is notified to the SIP function unit 14 and the PBX function unit 13 (S9-10). Then, in step S9-11, the operator telephone 16 waits for “on hook” (S9-11, No), and when the PBX function unit 13 detects “on hook” of the operator telephone 16 (S9-11, Yes), PBX The function unit 13 notifies the operator management unit 39 of an operator terminal information update instruction (including the operator terminal ID: “50001” of the operator terminal 17) accompanying the on-hook detection of the operator telephone set 16. The operator management unit 39 uses the operator terminal ID: “50001” as a key, changes the public line information column of the operator terminal information stored in the operator terminal information storage unit 44 from “off hook” to “on hook”, and connects to the public line. The column is updated from “busy” to “receivable”, and then the operator terminal information update completion is notified to the PBX function unit 13 and the SIP function unit 14 (S9-12).

  After executing the “IP network processing” in step S9, in the server device 11 in the call center 1, the PBX function unit 13 and the SIP function unit 14 then perform “line exclusion release processing” in step S10.

  Here, the “line exclusion release process” in step S10 will be specifically described. FIG. 21 is a flowchart showing a detailed process of the “line exclusion release process” in step S10.

  After completing the update of the operator terminal information in step S9, the PBX function unit 13 or the SIP function unit 14 sends a reservation information deletion instruction (including the user code of the inquiring user: “1000”) to the reservation management unit 37 along with the line exclusion cancellation. Notice. The reservation management unit 37 deletes the corresponding reservation information using the user code: “1000” as a key, and notifies the PBX function unit 13 and the SIP function unit 14 of the completion of the deletion of the reservation information (S10-1).

  After completing the deletion of the reservation information, the SIP function unit 14 cancels the IP line connection restriction set for the inquiring user, and issues a user information update instruction (user code of the inquiring user: “1000”) associated with the IP line connection restriction releasing. Are included) to the user management unit 38. The user management unit 38 updates the IP line connection restriction column of the user information from “◯ (with connection restriction)” to “× (no connection restriction)” using the user code: “1000” as a key, and then the user information The update completion is notified to the PBX function unit 13 and the SIP function unit 14 (S10-2).

  After releasing the IP line connection restriction, the PBX function unit 13 releases the public line connection restriction set for the inquiring user, and issues a user information update instruction (user code of the inquiring user: “1000”) when the public line connection restriction is released. Are included) to the user management unit 38. The user management unit 38 uses the user code: “1000” as a key, changes the public line connection restriction column of the reservation information from “◯ (with connection restriction)” to “× (no connection restriction)”, and sets the connection destination operator column to “900001”. ”To“ − ”, respectively, and then the user information update completion is notified to the PBX function unit 13 and the SIP function unit 14 (S10-3).

  Then, the SIP function unit 14 notifies the operator management unit 39 of a notification instruction (including user code: “1000”) to the operator terminal 17 for releasing the “IP line connection incoming call reservation” setting. Receiving the instruction, the operator management unit 39 reads the user information of the inquiry user from the user information storage unit 40 and the reservation information from the reservation information storage unit 43 using the notified user code: “1000” as a key. Further, the operator management unit 39 reads the operator terminal information of the operator in charge from the operator terminal information storage unit 44 using the operator ID “900001” of the incoming call reservation operator in the read reservation information as a key. Then, the operator management unit 39 sends the “IP line connection incoming reservation” setting release information to the operator terminal 17 assigned to the operator in charge corresponding to the operator terminal ID “50001” in the read operator terminal information, The user information, reservation information, and operator terminal information read out above are notified, and then the completion of information notification to the operator terminal 17 is notified to the SIP function unit 14 and the PBX function unit 13 (S10-4).

  On the other hand, in the operator terminal 17 that has received user information, reservation information, and operator terminal information via the communication unit 55, the control unit 51 converts these information into a user information storage unit 61, a reservation information storage unit 64, and operator terminal information, respectively. Store (update) in the storage unit 65.

  In step S6, when the SIP function unit 14 cannot detect the incoming IP line connection (S6, No), the SIP function unit 14 stores the public line connection column of the operator terminal information stored in the operator terminal information storage unit 44. It is confirmed whether or not “incoming call is possible” (S11). If “calling” (S11, No), the process proceeds to step S4. That is, the setting of “IP line connection incoming reservation” is not canceled. On the other hand, if the public line connection field of the operator terminal information is “Receivable”, it waits for a timeout (S12, No, S13, No, S6, No, S11, Yes), and if it is a timeout (S12, Yes). ), The process proceeds to the “line exclusion release process” in step S10. If the PBX function unit 13 detects an incoming public line connection while waiting for a timeout (S13, Yes), the process proceeds to "public line network processing" in step S1. In step S12, for example, a timeout is determined when a timeout time (60 seconds) in the operator information has elapsed since the on-hook of both the operator telephone 16 and the operator terminal 17 has been detected.

  In step S7, if it is determined that the IP line connection incoming user is not the user for which “IP line connection incoming reservation” is set (S7, No), the SIP function unit 14 receives the IP line connection incoming call. The user rejects the incoming call (S14), and determines whether or not the incoming IP line connection is detected again in S6.

  Thus, according to the present embodiment, by introducing the concept of “IP line connection incoming call reservation”, in a situation where an operator can use both lines of the public switched telephone network and the IP line network, The operator in charge can be specified. Thereby, since the IP line connection can be exclusively made from the user's PC to the operator terminal assigned to the operator who has made a call on the public line, the efficiency of the user support work can be improved. In addition, since a public line and an IP line can be used together in a user support service, finer support is possible than support based only on a telephone call or data communication using a PC.

  In the present embodiment, the screen of the operator terminal when “IP line connection incoming reservation” is set is shown by using the example of FIG. 18, but not limited to this, various functions in the user support system are displayed on the screen. It is good. FIG. 22 is a diagram showing a modification of the screen of the operator terminal when “IP line connection incoming reservation” is set. First, in FIG. 22, “seating” is added as a setting button. When the operator clicks “separate”, for example, it is possible to set “reject call” to the operator terminal assigned to the operator. In FIG. 22, “message transmission setting” is added as a setting button. For example, when the operator sets a time for transmitting a message (for example, “after 10 minutes”) in the “set time” field of “message transmission setting”, the contents described on the screen as “message” are addressed to the user PC. Can be sent to. At this time, “after 10 minutes” is displayed as “message transmission setting” in the reservation information column on the screen.

  In this embodiment, in addition to the function of “IP line connection incoming call reservation”, it is also possible to add a function of “IP line connection outgoing call reservation”. The addition of the function of “IP line connection outgoing reservation” is performed by adding a step “SIP function unit sets the IP line connection number of the reserved user” between step S3 and step S4 in the flowchart of FIG. This can be realized by deleting step S6 and step S7. When setting this function, the operator updates the reservation information by clicking “Setting” of “IP line connection transmission reservation” added as a setting button on the screen. When canceling this function, the operator updates reservation information by clicking “cancel” of “IP line connection transmission reservation” added as a setting button on the screen. FIG. 23 is a diagram showing reservation information after setting “IP line connection outgoing reservation”. Here, as an example, IP line connection transmission reservation setting: “◯ (with setting)”, reservation operator: “900001”, message transmission setting: “× (no setting)” are set.

  In the present embodiment, the SIP function unit 14 may record the incoming call history and the outgoing call history. In this case, the DB unit 15 is provided with an incoming call history information storage unit and an outgoing call history information storage unit. 24 is a diagram showing an example of incoming call history information stored in the incoming call history information storage unit, and FIG. 25 is a diagram showing an example of outgoing call history information stored in the outgoing call history information storage unit. In the incoming call history information, for example, a user code (source), an operator ID (destination), and an incoming call history (date, time) are recorded in association with each other, and in the outgoing call history information, for example, a user code (incoming call) Destination), operator ID (source), and transmission history (date, time) are recorded in association with each other. Recent outgoing call history information or incoming call history information may be displayed (not shown) on the screen. Further, the PBX function unit 13 may record the incoming call history and the outgoing call history. (The history recording method is the same as in the case of the SIP function unit, and is omitted.)

  In the first embodiment, the case where the reception operator who receives a call from the user is the same as the operator in charge of the user has been described, but in the second embodiment, the reception operator who has received a call from the user and the charge of the user. The process of “IP line connection incoming reservation” when the operators are different will be described. The configurations of the user support system, server device, operator terminal, and the like are the same as those in the first embodiment. In the present embodiment, only processes different from those in the first embodiment will be described.

  FIG. 26 is a flowchart showing the detailed processing of “IP line connection incoming reservation” in step S3 in FIG. 13. More specifically, FIG. 26 shows “IP line connection when the reception operator who receives the call from the user is different from the operator in charge. It is a flowchart which shows the process of "reception reservation". In this embodiment, as an example, the user code of the inquiry user is “1000”, the operator ID of the receiving operator is “900002”, and the operator ID of the operator in charge is “900001”. FIG. 27 is a diagram showing operator terminal information after step S1 of FIG. 13 is executed. Here, a user with a user code: “1000” and a reception operator with an operator ID: “900002” are connected. Specifically, the operator terminal information update process in step S1-4 is performed for the receiving operator, and the operator terminal information update process in step S1-5 is performed for the operator in charge.

  For example, if “IP line connection incoming reservation” is not set for the inquiring user (S2, No), the PBX function unit 13 uses the user code of the inquiring user: “1000” as a key, and the user charge information storage unit 42, the operator ID of the operator in charge of the inquiry user: “900001”, and the operator ID of the reception operator connected to the user code: “1000”: “900002” from the operator terminal information storage unit 44 (see FIG. 27). ), Respectively. Then, the PBX function unit 13 notifies the user management unit 38 of a reservation setting instruction (including the user code of the inquiry user: “1000” and the operator ID of the operator in charge: “900001”). Upon receiving the instruction, the user management unit 38 updates the connection destination operator column of the user information stored in the user information storage unit 40 from “− (default)” to “900001” using the user code: “1000” as a key. Thereafter, the update of the user information is notified to the PBX function unit 13 and the SIP function unit 14. Next, the PBX function unit 13 instructs the reservation management unit 37 to create a reservation information (user code of the inquiry user: “1000”, operator ID of the operator in charge: “900001”, operator ID of the receiving operator: “900002” ”). Upon receiving the instruction, the reservation management unit 37 sets the user code of the inquiring user to “1000”, sets the operator ID of the incoming call reservation operator to “900001”, sets the IP line connection incoming call reservation status to “O (set)”, For example, reservation information with reservation date and time of “2012/3/10” and operator ID of the reservation operator as “900002” is created, and the reservation information is stored in the reservation information storage unit 43. Then, the reservation management unit 37 notifies the PBX function unit 13 and the SIP function unit 14 of the completion of reservation information creation (S3-11). FIG. 28 is a diagram showing reservation information after step S3-11 is executed.

  The PBX function unit 13 notified of the completion of the creation of the reservation information next refers to the reservation information in the reservation information storage unit 43 using the user code of the inquiry user: “1000” as a key, and receives the incoming reservation operator and the reservation operator. (S3-12). For example, if they match (S3-12, Yes), the PBX function unit 13 executes the process of step S3-2 described above. On the other hand, if they do not match (S3-12, No), the PBX function unit 13 connects the inquiry user to the telephones assigned to operators other than the incoming call reservation operator (the operator in charge) and the reservation operator (reception operator). The user management unit 38 is notified of a user information update instruction (including the user code of the inquiry user: “1000”) associated with the public line connection restriction. The user management unit 38 sets the public line connection restriction column of the user information stored in the user information storage unit 40 from “× (default: no connection restriction)” to “◯ (connection restriction) using the user code:“ 1000 ”as a key. Update to “Yes” ”, and then notifies the PBX function unit 13 and the SIP function unit 14 of the completion of the update of the user information (S3-13).

  Next, after executing step S3-3 and step S3-4, the PBX function unit 13 next refers to the reservation information in the reservation information storage unit 43 using the user code of the inquiry user: “1000” as a key. Then, it is determined whether the incoming call reservation operator matches the reservation operator (S3-14). For example, if they match (S3-14, Yes), the PBX function unit 13 and the SIP function unit 14 end the “IP line connection incoming reservation”, and proceed to the process of step S4. On the other hand, if they do not match (S3-14, No), the PBX function unit 13 waits for detection of an on-hook telephone set assigned to the reservation operator (S3-15, No). When the on-hook of the telephone assigned to the reservation operator is detected (S3-15, Yes), the PBX function unit 13 restricts the connection by the inquiry user to the telephone assigned to the reservation operator. Connection restriction is performed (S3-16), after which "IP line connection incoming reservation" is terminated, and the process proceeds to step S4.

  As described above, in this embodiment, it is possible to set “IP line connection incoming reservation” even when the reception operator who receives a call from the user is different from the operator in charge of the user. As a result, since the IP line connection can be exclusively made from the user's PC to the operator terminal assigned to the operator who made the call on the public line, the efficiency of the user support work can be improved as in the first embodiment. Is possible. For this reason, for example, when implementing user support for specific specialized industries such as for accounting firms, it is necessary to ensure the continuity of services by ensuring the uniqueness of responders who are currently accepting questions. When explaining how to use specific tax / accounting software, etc., especially in situations where you want to uniquely identify respondents (familiar with specific software) to the questioner on the support center side. Useful.

DESCRIPTION OF SYMBOLS 1 Call center 2 User system 3 Public line network 4 IP line network 11 Server apparatus 12 Operator system 13 PBX function part 13A PBX server 14 SIP function part 14A SIP server 15 DB part (storage part)
16 Operator telephone 17 Operator terminal 21 Telephone 22 PC
31, 51 Control unit 32 Public line communication unit 33, 56 IP line communication unit 34, 55 Communication unit 35, 53 Input unit 36, 54 Output unit 37 Reservation management unit 38 User management unit 39 Operator management unit 40, 61 User information storage Unit 41, 62 Operator information storage unit 42, 63 User charge information storage unit 43, 64 Reservation information storage unit 44, 65 Operator terminal information storage unit 52 Storage unit

Claims (11)

In response to inquiries from a user, the operator in charge of the user responds to a call using a telephone capable of connecting to a public line, a communication using a terminal device capable of connecting to an IP line, or both. A user support business support method by a server device that performs line control of telephones and terminal devices assigned to a plurality of operators including the operator in charge of the user,
When the server device detects off-hook of the telephone assigned to the operator in charge, the operator in charge uses the telephone as the public line connection information indicating the state of the public line connection. Is stored in the storage unit, and information indicating that the telephone is “off-hook” is stored in the storage unit as public line information, and the terminal assigned to the operator in charge An IP line connection disabling setting step for performing line control for disabling the IP line connection to the apparatus;
An IP line connection incoming reservation step of creating reservation information indicating that the server device permits IP line connection from the user to a terminal device assigned to the operator in charge, and storing the reservation information in a storage unit; ,
A public line connection restriction step in which the server device performs line control for restricting public line connection by the user to a telephone assigned to an operator other than the operator in charge;
An IP line connection permission step in which the server device performs line control to allow connection from the connection impossible to the IP line connection from the user to the terminal device assigned to the operator in charge;
An IP line connection restriction step in which the server device performs line control for restricting an IP line connection by the user to a terminal device assigned to an operator other than the operator in charge;
When the server device detects an incoming IP line connection to the terminal device assigned to the operator in charge, whether the IP line connection incoming user is a user permitted to connect to the terminal device A reservation user determination step for determining by searching the reservation information;
When the server device determines that the IP line connection to the terminal device assigned to the operator in charge is permitted in the reserved user determination step and detects an off-hook of the terminal device, the IP line As the IP line connection information indicating the connection status, information indicating that the operator in charge is “communicating” with the user using the terminal device is stored in the storage unit, and as the IP line information, An IP line network processing step of storing information indicating that the terminal device is “off-hook” in the storage unit;
A user support operation support method characterized by comprising: In response to inquiries from a user, the operator in charge of the user responds to a call using a telephone capable of connecting to a public line, a communication using a terminal device capable of connecting to an IP line, or both. A user support business support method by a server device that performs line control of telephones and terminal devices assigned to a plurality of operators including the operator in charge of the user,
When the server device detects an off-hook of a predetermined telephone, the reception operator uses the predetermined telephone and is “busy” with the user as public line connection information indicating a public line connection status. Is stored in the storage unit, and as public line information, information indicating that the predetermined telephone is “off hook” is stored in the storage unit, and further, to the terminal device assigned to the operator in charge. IP line connection disabling setting step for performing line control for disabling the IP line connection of
The server device creates reservation information including information indicating that an IP line connection is permitted from the user to the terminal device assigned to the operator in charge and information indicating the reception operator, and stores the reservation information. IP line connection incoming reservation step stored in the
The server device refers to the reservation information, and determines whether or not the operator in charge and the reception operator match,
When the server device determines that they match in the match determination step, a first line control is performed to limit public line connection by the user to a telephone assigned to an operator other than the operator in charge. Public line connection restriction step;
If the server device determines that they do not match in the match determination step, line control for restricting public line connection by the user to a telephone assigned to an operator other than the operator in charge and the reception operator is performed. A second public line connection restriction step to be performed;
An IP line connection permission step in which the server device performs line control to allow connection from the connection impossible to the IP line connection from the user to the terminal device assigned to the operator in charge;
An IP line connection restriction step in which the server device performs line control for restricting an IP line connection by the user to a terminal device assigned to an operator other than the operator in charge;
When the server apparatus determines that they do not match in the match determination step, after executing the IP line connection restriction step and further detecting on-hook of the telephone assigned to the reception operator, the reception operator A third public line connection restriction step for performing line control for restricting public line connection by the user to the telephone assigned to the telephone set;
When the server device detects an incoming IP line connection to the terminal device assigned to the operator in charge, whether the IP line connection incoming user is a user permitted to connect to the terminal device A reservation user determination step for determining by searching the reservation information;
When the server device determines that the IP line connection to the terminal device assigned to the operator in charge is permitted in the reserved user determination step and detects an off-hook of the terminal device, the IP line As the IP line connection information indicating the connection status, information indicating that the operator in charge is “communicating” with the user using the terminal device is stored in the storage unit, and as the IP line information, An IP line network processing step of storing in the storage unit information indicating that the terminal device assigned to the operator in charge is “off-hook”;
A user support operation support method characterized by comprising: In the IP line network processing step, the on-hook of the telephone assigned to the operator in charge and the on-hook of the terminal device are monitored while the operator in charge communicates with the user using the terminal device assigned to the operator. If on-hook of the telephone is detected, the public line connection information is updated to the content indicating “acceptable”, and the public line information is updated to the content indicating “on-hook”. On the other hand, when the on-hook of the terminal device is detected, the IP line connection information is updated to a content indicating that “incoming call is possible”, and the IP line information is indicated as “on-hook”. Update to content,
further,
A reservation information deletion step of deleting the reservation information when the server device detects on-hook of both the telephone and the terminal device assigned to the operator in charge by monitoring by the IP line network processing step;
An IP line connection restriction releasing step in which the server device performs line control for releasing the restriction of the IP line connection;
A public line connection restriction release step in which the server device performs line control for releasing the restriction of the public line connection;
The method for supporting a user support work according to claim 1 or 2, characterized by comprising: From the execution of the IP line connection disabling setting step, the server device is a user who has been permitted to connect to an IP line to the terminal device assigned to the operator in charge in the reserved user determination step. If it is detected that the telephone assigned to the operator in charge is on-hook, the public line connection information is updated to a content indicating that “incoming call is possible”, and the public line information is updated. A phone on-hook detection step for updating the content to indicate "on-hook";
The method for supporting user support work according to claim 3, further comprising:   After updating the public line connection information and the public line information in the telephone on-hook detection step, it is not possible to detect an incoming IP line connection to the terminal device assigned to the operator in charge in the reserved user determination step after updating the public line connection information and the public line information. 5. The user support operation support method according to claim 4, wherein the reservation information deletion step, the IP line connection restriction release step, and the public line connection restriction release step are executed. In response to inquiries from a user, the operator in charge of the user responds to a call using a telephone capable of connecting to a public line, a communication using a terminal device capable of connecting to an IP line, or both. In a server device that performs line control of telephones and terminal devices assigned to a plurality of operators including the operator in charge of the user,
PBX (Private Branch eXchange) server means for controlling public line connection of telephones in the user support system;
SIP server means for controlling the IP line connection of the terminal device in the user support system using SIP (Session Initiation Protocol);
With
When the PBX server means detects an off-hook of the telephone assigned to the operator in charge, the operator in charge uses the telephone as the public line connection information indicating the state of the public line connection. Information indicating that the telephone is “medium” is stored in the storage unit, and information indicating that the telephone is “off hook” is stored in the storage unit as public line information.
The SIP server means performs line control to make the IP line connection to the terminal device assigned to the operator in charge impossible.
The PBX server means creates reservation information indicating that IP line connection is permitted from the user to the terminal device assigned to the operator in charge, and stores the reservation information in a storage unit,
Further, the PBX server means performs line control for restricting public line connection by the user to a telephone assigned to an operator other than the operator in charge,
The SIP server means performs line control for enabling the IP line connection from the user to the terminal device assigned to the operator in charge from the connection impossible, and further, a terminal assigned to an operator other than the operator in charge Perform line control to limit IP line connection by the user to the device,
Further, when the SIP server means detects an incoming IP line connection to the terminal device assigned to the operator in charge, a user who has received an IP line connection is a user who is permitted to connect to the terminal device. Whether the user is permitted to connect to an IP line to the terminal device assigned to the operator in charge, and the terminal device is off-hooked. If detected, information indicating that the operator in charge is “in communication” with the user using the terminal device is stored in the storage unit as IP line connection information indicating the status of the IP line connection. , A process of storing information indicating that the terminal device is “off hook” in the storage unit as the IP line information.
The server apparatus characterized by the above-mentioned. In response to inquiries from a user, the operator in charge of the user responds to a call using a telephone capable of connecting to a public line, a communication using a terminal device capable of connecting to an IP line, or both. A user support business support method by a server device that performs line control of telephones and terminal devices assigned to a plurality of operators including the operator in charge of the user,
PBX server means for controlling public line connection of telephones in the user support system;
SIP server means for controlling the IP line connection of the terminal device in the user support system using SIP;
With
When the PBX server means detects an off-hook of a predetermined telephone, the reception operator uses the predetermined telephone and is “busy” with the user as public line connection information indicating the public line connection status. Information indicating that is stored in the storage unit, and as public line information, information indicating that the predetermined telephone is “off hook” is stored in the storage unit,
The SIP server means performs line control to disable connection of an IP line to a terminal device assigned to the operator in charge;
The PBX server means creates reservation information including information indicating that an IP line connection is permitted from the user to the terminal device assigned to the operator in charge and information indicating the reception operator, and the reservation information is Perform the process of storing in the storage unit,
Further, the PBX server means refers to the reservation information and performs a process of determining whether or not the responsible operator and the receiving operator match. If it is determined that they match, an operator other than the responsible operator Line control is performed to restrict public line connection by the user to the telephone assigned to the telephone. On the other hand, if it is determined that they do not match, the telephone assigned to the operator other than the responsible operator and the receiving operator The line control for restricting the public line connection by the user is performed,
The SIP server means performs line control for enabling the IP line connection from the user to the terminal device assigned to the operator in charge from the connection impossible, and further, a terminal assigned to an operator other than the operator in charge Perform line control to limit IP line connection by the user to the device,
When the PBX server means determines that they do not match in the match determination, after executing the IP line connection restriction and further detecting on-hook of the telephone assigned to the reception operator, the reception operator Perform line control to limit public line connection by the user to the telephone assigned to
If the SIP server means detects an incoming IP line connection to the terminal device assigned to the operator in charge, whether the IP line connection incoming user is a user permitted to connect to the terminal device Is determined by searching the reservation information, it is determined that the user is permitted to connect to the terminal device assigned to the operator in charge, and an off-hook of the terminal device is detected. In this case, as the IP line connection information indicating the IP line connection status, information indicating that the operator in charge is “in communication” with the user using the terminal device is stored in the storage unit. As the line information, a process for storing in the storage unit information indicating that the terminal device assigned to the operator in charge is “off hook”.
The server apparatus characterized by the above-mentioned. The SIP server means monitors the on-hook of the telephone assigned to the operator in charge and the on-hook of the terminal apparatus while the operator in charge communicates with the user using the terminal device assigned to the operator. When the on-hook is detected, the public line connection information is updated to a content indicating “acceptable”, and the public line information is updated to a content indicating “on-hook”. On the other hand, if on-hook of the terminal device is detected, the IP line connection information is updated to a content indicating that “incoming call is possible”, and the IP line information is set to “on hook”. Update the content shown to
further,
When the on-hook of both the telephone and the terminal device assigned to the operator in charge is detected by the monitoring, the SIP server means or the PBX server means performs a process of deleting the reservation information,
The SIP server means performs line control for releasing the restriction on the IP line connection,
The PBX server means performs line control for releasing the restriction of the public line connection;
The server device according to claim 6 or 7, wherein The PBX server means further performs line control for disabling the IP line connection to the terminal device assigned to the operator in charge, and then the IP line connection incoming user is assigned to the operator in charge. The public line connection information is “acceptable” when an on-hook of the telephone assigned to the operator in charge is detected before it is determined that the user is permitted to connect the IP line to the terminal device. Update the content to indicate, and update the public line information to content indicating "on-hook",
The server device according to claim 8, wherein: When an on-hook of the telephone assigned to the operator in charge is detected, after the public line connection information and the public line information are updated, an incoming IP line connection to the terminal device assigned to the operator in charge is received within a predetermined time. If not detected, delete the reservation information, release the IP line connection restriction, and release the public line connection restriction;
The server device according to claim 9. The server device according to any one of claims 6 to 10,
An operator system having telephones and terminal devices assigned to a plurality of operators including the operator in charge of the user making the inquiry;
A user support system comprising:

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