JP2019186825A - Control server, control method, and program - Google Patents

Abstract

To make it possible, even when a Web browser is terminated during interaction with a customer, to restore and display state information having been displayed before the termination.SOLUTION: According to an embodiment, a control server for controlling an operator terminal applied to a contact center comprises: a state information provision unit that, during a period in which a call connection between a customer terminal and a telephone set of an operator established responsive to a first call from the customer terminal to the contact center or a second call from the contact center to the customer terminal is retained, provides the operator terminal with call state information showing a state of the first call or the second call; and a storage control unit for making the call state information be stored in a storage unit. In the case that, during the period in which the call connection is retained, communication with the operator terminal is disconnected and resumed, the storage control unit acquires the call state information from the storage unit and outputs the acquired call state information to the state information provision unit for provision for the operator terminal.SELECTED DRAWING: Figure 1

Description

  Embodiments described herein relate generally to a control server, a control method, and a program for controlling an operator terminal applied to a contact center.

  In recent years, for example, in a contact center such as a call center, real-time communication technology using HTTP communication has been applied.

  In HTTP communication, an operator terminal operated by an operator is a web softphone on a web browser. When the web softphone accesses a control server such as a web server and login authentication is successful, the control server A socket for real-time communication with the server is generated, and real-time (asynchronous) communication is realized.

  This function is enabled by WebSocket (RFC 6455), and a system that performs real-time communication using such a Web service is referred to as a WEBPHONE (registered trademark) system.

  In the case of the WEBPHONE system, an operator terminal used by an operator is a web softphone of an application on a standard web browser installed on a PC or the like. Real-time call information, operator status, and telephone status can be displayed.

JP 2008-283704 A

  However, when such a conventional WEBPHONE system is applied to a contact center, there are the following problems.

  That is, in the contact center to which the WEBPHONE system is applied, the call information, the operator state, and the telephone state displayed on the Web softphone are not retained.

  Therefore, when the web browser is terminated due to a malfunction (error) of the web browser or an operator's erroneous operation during the handling with the customer, the operator restarts the web browser and the web softphone is set to WEBPHONE. Even if the system is re-logged in, the call information, operator status, and telephone status displayed on the Web softphone when the Web browser is terminated are not restored.

  For this reason, when the Web browser is terminated while interacting with the customer, there is a problem that the operator cannot grasp the state during the interaction with the customer when the web browser is terminated, which is inconvenient.

  The problem to be solved by the present invention is to restore the state information displayed on the web softphone when the web browser is restarted when the web browser is restarted when the web browser is closed And a control server, a control method, and a program that can be displayed.

  In order to achieve the above object, the present invention takes the following measures.

  The control server of the embodiment is a control server for controlling an operator terminal applied to a contact center, and is a first call from a customer terminal to the contact center or a second call from the contact center to the customer terminal. A state of providing call state information indicating the state of the first call or the second call to the operator terminal while the call between the customer terminal established in response to the call of the operator and the telephone of the operator is maintained An information providing unit and a storage control unit that stores call state information provided by the state information providing unit in the storage unit are provided. Then, the storage control unit acquires call state information from the storage unit when communication with the operator terminal is disconnected and resumed while the call is maintained, and the acquired call state information is transferred to the operator terminal. Is output to the status information provider.

It is a functional block diagram which shows the structural example of the contact center incorporating the control server to which the control method of embodiment of this invention was applied. It is a block diagram which shows the structural example of a control server. It is a table | surface which shows an example of incoming call status information. It is a flowchart which illustrates operation | movement of the control server to which the control method of embodiment of this invention was applied.

  Embodiments of the present invention will be described below with reference to the drawings.

  FIG. 1 is a functional block diagram illustrating a configuration example of a contact center in which a control server to which a control method according to an embodiment of the present invention is applied is incorporated.

  The contact center 1 includes a PBX (Private Branch eXchange) 30 connected to a public network such as a PSTN 80, a CTI server 40 connected to the PBX 30, and a control server 10 connected in parallel to the CTI server 40. , And a plurality of operator terminals 60 (# 1), (# 2),... Controlled by the CTI server 40 and the control server 10, and in response to an incoming event from the customer terminal 90 via the PSTN 80, the PBX 30 Are provided with a plurality of telephones 70 (# 1), (# 2),.

  FIG. 2 is a block diagram illustrating a configuration example of the control server 10.

  The control server 10 is a server for controlling the operator terminal 60 applied to the contact center 1, and has a CPU (Central Processing Unit) and a program memory (none of which are shown) constituting the computer. . The control server 10 includes an HTTP service 11, a data synchronization service 12, an authentication service 13, an operator terminal control service 14, and a CTI server control service 15 as parts necessary for carrying out this embodiment. All of these parts are realized by causing the CPU to execute a program stored in the program memory.

  The operator terminal 60 is a terminal operated by an operator of the contact center 1. The operator terminal 60 can start a Web browser provided by the HTTP service 11 of the control server 10, and can access a login page provided by the HTTP service 11 according to the Web browser.

  When the operator accesses the login page according to the Web browser, according to the input form provided by the HTTP service 11, the operator's ID and password are used as authentication information for login from the operator terminal 60, and the telephone 70 used by the operator. Enter the extension number.

  The input information is received by the HTTP service 11, and the HTTP service 11 outputs the received information to the authentication service 13.

  The authentication service 13 permits the operator to log in when the information output from the HTTP service 11 is correct, and does not permit the login when the information is not correct. Then, the authentication result is output to the HTTP service 11 and the CTI server control service 15.

  When an authentication result indicating that the authentication is permitted is output from the authentication service 13, the HTTP service 11 notifies the URL of the main page of the Web softphone to the operator terminal 60, and the CTI server control service 15 receives the authentication information described above. Log in to the CTI server 40 using (the operator ID and password and the extension number of the telephone 70 used by the operator).

  Thereafter, the CTI server control service 15 receives the CTI login success notification output from the CTI server 40 in response to the successful login to the PBX 30 of the CTI server 40 (CTI login), and sends the received CTI login success notification to the operator terminal. Output to the control service 14.

  The operator terminal control service 14 receives the CTI login success notification output from the CTI server control service 15 and outputs it to the data synchronization service 12.

  Upon receiving the CTI login success notification output from the operator terminal control service 14, the data synchronization service 12 generates an initial state screen for displaying the CTI login success notification and outputs it to the HTTP service 11.

  On the other hand, the operator terminal 60 accesses the URL of the main page of the Web softphone notified from the HTTP service 11, displays the initial state screen described above, and sends a socket generation request for real-time communication with the main page. It transmits to the control server 10.

  In the control server 10, the HTTP service 11 receives the socket generation request and outputs it to the data synchronization service 12.

  When a socket generation request is output from the HTTP service 11, the data synchronization service 12 generates a real-time communication socket. This generation process is not described in detail because it is based on the WebSocket (RFC 6445) regulation process and the enhancement function, but the subsequent communication between the Web softphone and the control server 10 is performed by a real-time communication socket.

  After the real-time communication socket is created, the operator terminal control service 14 starts the logged-in operator's client service process using the operator's ID and the extension number of the telephone 70 to be used.

  In addition, the control of the Web softphone after the real-time communication socket is generated is an asynchronous event communication by WebSocket from communication in the response of the control server 10 to a GET or POST request from the operator terminal 60, as in conventional HTTP communication. Therefore, real-time information notification from the control server 10 to the operator terminal 60 is possible.

  Thus, when a call is made from the customer terminal 90 to the contact center 1 in a state where real-time information notification between the control server 10 and the operator terminal 60 is possible, each part of the contact center 1 It operates as follows.

  A call a from the customer terminal 90 arrives at the PBX 30 via the PSTN 80.

  In response to this incoming call, the PBX 30 confirms the status of each telephone 70 (# 1), (# 2),..., Distributes the incoming call b to the appropriate telephones 70, and causes the incoming calls to arrive.

  The PBX 30 also notifies the CTI server 40 of an incoming event c in order to notify the operator terminal 60 of an incoming call for the call a from the customer terminal 90.

  The CTI server 40 converts the notified incoming event c into a CTI message d. Then, the CTI message d is transmitted to the control server 10 which is a Web server that controls the operator terminal 60.

  In the control server 10, the CTI message d transmitted from the CTI server 40 is received by the CTI server control service 15. The CTI server control service 15 outputs this CTI message d to the data synchronization service 12.

  When the operator terminal 60 indicated by the incoming event c is, for example, the operator terminal 60 (# 1) based on the CTI message d output from the CTI server control service 15, the data synchronization service 12 determines the operator terminal 60 (# An information update e for 1) is generated and output to the HTTP service 11.

  The HTTP service 11 notifies the operator terminal 60 (# 1) of the information update e output from the data synchronization service 12, so that the content of the incoming event c from the customer terminal 90 is changed to the operator terminal 60 (# 1). Notify in real time.

  When the content of the incoming event c is notified in this way, the operator terminal 60 (# 1) performs a response notification f for the content of the incoming event c. The HTTP service 11 receives this response notification f and outputs it to the CTI server control service 15.

  The CTI server control service 15 outputs the response notification f output from the HTTP service 11 to the CTI server 40 in order to output it to the PBX 30.

  The CTI server 40 outputs the response notification f output from the CTI server control service 15 to the PBX 30.

  In response to the response notification f output from the CTI server 40, the PBX 30 notifies the operator's telephone 70 (# 1) of the response operation g, whereby the customer terminal 90, the operator terminal 60 (# 1), and A call with the telephone 70 (# 1) is established.

  When a call is established in this way, the HTTP service 11 can provide call identification information, operator status information, and telephone status information to the operator terminal 60 (# 1). Hereinafter, the call identification information, the operator status information, and the telephone status information are collectively referred to as incoming call status information h.

  As a result, the operator terminal 60 (# 1) can display the incoming call status information h using the display function of the Web browser. The call identification information is, for example, a call ID that identifies the incoming call b. The operator status information is information indicating, for example, whether the operator is in a call, on standby, or away from the seat. The telephone state information is information indicating, for example, whether the telephone 70 (# 1) is in a calling state, receiving a call, or talking.

  The incoming call status information h is not limited to call identification information, operator status information, and telephone status information, and may include status information as exemplified in FIG. The incoming call state information h shown in FIG. 3 is broadly classified into an operator state and a call state. Further, the operator state includes operator state information and a state start time, and the call state is a call ID and a call state. Information, telephone number information participating in the call, business number, UUI (User-User Information), call start time, hold or hold release time, hold flag, monitor flag, outgoing number, outgoing call outgoing phone number, and Contains the incoming telephone number for forwarded calls. The above-described call identification information corresponds to the operator status information, and the telephone status information corresponds to the call ID, the operator status information, and the call status information, respectively, in FIG.

  The HTTP service 11 also outputs incoming call status information h to the operator terminal control service 14.

  The operator terminal control service 14 stores the incoming call status information h output from the HTTP service 11 in the operator information management table 21 of the storage unit 20 in association with the operator ID that identifies the operator of the operator terminal 60 (# 1). Let The operator terminal control service 14 also stores the operator ID of the operator who logged in to the HTTP service 11 and the login initial state in the operator information management table 21 of the storage unit 20.

  Thereafter, when the operator stored in the operator information management table 21 responds to the incoming call b from the customer terminal 90, the operator terminal control service 14 responds to the corresponding incoming call state stored in the operator information management table 21. Information h is updated in association with the operator ID.

  As the storage unit 20, for example, an SSD (Solid State Drive) or a hard disk drive can be used. Further, the storage unit 20 may be any configuration that can store information, and other storage media may be used as the storage unit 20. In FIGS. 1 and 2, the storage unit 20 is shown as being provided outside the control server 10, but the storage unit 20 is an internal component of the control server 10 as a configuration requirement of the control server 10. May be provided.

  When the telephone call between the telephone 70 (# 1) and the customer terminal 90 ends, the PBX 30 generates a communication end event j and outputs it to the CTI server 40.

  The CTI server 40 outputs the communication end event j output from the PBX 30 to the CTI server control service 15.

  When the communication end event j is output from the CTI server 40, the CTI server control service 15 deletes the corresponding incoming call state information h stored in the operator information management table 21.

  By the way, despite the fact that the call established between the telephone 70 (# 1) and the customer terminal 90 is being maintained, the web browser of the operator terminal 60 (# 1) is The web softphone may stop due to termination or an operator's erroneous operation (for example, shutdown).

  The data synchronization service 12 monitors the life and death of the web browser in which the web softphone has been activated, and detects the end of the web browser of the operator terminal 60 (# 1).

  When the operator starts the Web browser again after the Web browser is finished and re-login to the control server 10, the operator terminal control service 14 stores the operator ID used for re-login in the operator information management table 21. It is compared with the operator ID associated with the received call status information h to determine whether or not they match.

  If they do not match as a result of the comparison, the operator terminal control service 14 discards the incoming call state information h stored in the operator information management table 21 and receives the incoming call associated with the operator ID used for re-login. The state information h is stored in the operator information management table 21.

  On the other hand, if they match, the operator terminal control service 14 acquires the incoming call status information h from the operator information management table 21 and outputs it to the HTTP service 11.

  As a result, the HTTP service 11 restores the incoming call state information h stored most recently in the operator information management table 21, that is, the incoming call state information h displayed at the end of the Web browser, for the re-logged-in operator. And provided to the operator terminal 60 (# 1).

  The operator terminal 60 (# 1) displays the restored incoming call state information h using the display function of the Web browser. By looking at the displayed incoming call status information h, the operator can grasp the response status with the customer at the end of the Web browser.

  Next, the operation of the control server to which the control method of the embodiment of the present invention configured as described above is applied will be described using the flowchart shown in FIG.

  When a call is established between the customer terminal 90, the operator terminal 60 (# 1) of the operator, and the telephone 70 (# 1), the HTTP service 11 sends an incoming call status information to the operator terminal 60 (# 1). h is provided (S1).

  The incoming call status information h is output from the HTTP service 11 to the operator terminal control service 14, and is stored in the operator information management table 21 of the storage unit 20 in association with the operator ID for identifying the operator by the operator terminal control service 14. (S2).

  After that, when the call established between the telephone 70 (# 1) and the customer terminal 90 is being maintained, the Web browser is terminated due to a malfunction (error) or an operator's erroneous operation. This is detected by the data synchronization service 12 (S3).

  When the operator starts the Web browser again after the Web browser ends and re-login to the control server 10, the operator terminal control service 14 stores the operator ID used for re-login in the operator information management table 21. It is compared with the operator ID associated with the incoming call status information h, and it is determined whether or not they match (S4).

  If the result of the comparison is that they do not match (S4: No), the incoming call status information h stored in the operator information management table 21 is discarded by the operator terminal control service 14 and is used as the operator ID used for re-login. The associated incoming call state information h is stored in the operator information management table 21 (S5).

  On the other hand, if they match (S4: Yes), the incoming call state information h is acquired from the operator information management table 21 by the operator terminal control service 14 and output to the HTTP service 11 (S6).

  As a result, the HTTP service 11 restores the incoming call state information h stored most recently in the operator information management table 21, that is, the incoming call state information h displayed at the end of the Web browser, for the operator who has logged in again. And provided to the operator terminal 60 (# 1) (S7).

  As a result, the restored incoming call state information h is displayed on the operator terminal 60 (# 1) using the display function of the Web browser (S8). By looking at the displayed incoming call status information h, the operator can grasp the response status with the customer at the end of the Web browser.

  According to the control server to which the control method of the embodiment of the present invention is applied, as described above, in the contact center 1, the customer terminal 90, the operator terminal 60 (# 1) of the operator, and the telephone 70 (# 1) Is established, the incoming call state information h related to the call can be stored in the operator information management table 21 of the storage unit 20 in association with the operator ID.

  Even though the call is being maintained, the web browser of the operator terminal 60 (# 1) is terminated due to a malfunction (error) or due to an operator's erroneous operation (for example, shutdown). If the operator restarts the Web browser and re-logs in to the control server 10 even if the Web softphone is stopped, the incoming call status information h related to the re-logged-in operator is stored in the operator information management table. 21 and can be displayed from a Web browser.

  As a result, the operator can grasp the state of reception with the customer at the time of termination of the Web browser, so that the convenience of the operator can be improved.

  The HTTP service 11 corresponds to an example of a status information providing unit in claims, and the operator terminal control service 14 corresponds to an example of a storage control unit in claims.

  Although several embodiments of the present invention have been described, these embodiments are presented by way of example and are not intended to limit the scope of the invention. These embodiments can be implemented in various other forms, and various omissions, replacements, and changes can be made without departing from the spirit of the invention. These embodiments and modifications thereof are included in the scope of the invention and the scope of the gist thereof, and are also included in the scope of the invention described in the claims and the equivalents thereof.

  1 ··· Contact center 10 ··· Control server 11 ··· HTTP service 12 · · Data synchronization service · 13 · Authentication service · 14 · Operator terminal control service · 15 · · CTI server control service · 20 · · · Storage unit, 21 ... Operator information management table, 40 ... CTI server, 60 ... Operator terminal, 70 ... Telephone, 80 ... PBX, 90 ... Customer terminal.

Claims (7)

A control server for controlling an operator terminal applied to a contact center,
A call between the customer terminal and the operator's telephone established in response to a first call from the customer terminal to the contact center or a second call from the contact center to the customer terminal is maintained. A state information providing unit that provides call state information indicating the state of the first call or the second call to the operator terminal,
A storage control unit that stores the call state information provided by the state information providing unit in a storage unit;
The storage control unit acquires the call state information from the storage unit when communication with the operator terminal is disconnected and resumed while the call is maintained, and the acquired call state information is A control server for outputting to the status information providing unit for provision to the operator terminal. The storage control unit
The call state information is stored in the storage unit in association with operator identification information for identifying the operator,
When communication with the operator terminal is disconnected and resumed while the call is being maintained, the call status information indicates operator identification information for identifying the operator of the operator terminal that has been disconnected and resumed. The control server according to claim 1, which is acquired from the storage unit based on   The call state information includes call identification information for identifying the first call or the second call, operator state information indicating the state of the operator, and telephone state information indicating the state of the telephone. 2. The control server according to 2.   The control server according to any one of claims 1 to 3, wherein the state information providing unit displays the call state information from the operator terminal.   The control server according to claim 1, further comprising the storage unit. A control method implemented by a server for controlling an operator terminal applied to a contact center,
The server is
A call between the customer terminal and the operator's telephone established in response to a first call from the customer terminal to the contact center or a second call from the contact center to the customer terminal is maintained. Providing call state information to the operator terminal while indicating the state of the first call or the second call;
Storing the provided call state information in a storage unit;
When communication between the operator terminal and the server is disconnected and resumed while the call is maintained, the call state information is acquired from the storage unit, and the acquired call state information is stored in the operator. Providing to the terminal. A program for causing a processor of a control server to implement processing for controlling an operator terminal applied to a contact center,
A call between the customer terminal and the operator's telephone established in response to a first call from the customer terminal to the contact center or a second call from the contact center to the customer terminal is maintained. A function of providing call state information indicating the state of the first call or the second call to the operator terminal,
A function of storing the provided call state information in a storage unit;
When communication between the operator terminal and the control server is disconnected and resumed while the call is maintained, the call state information is acquired from the storage unit, and the acquired call state information is A program for causing the processor to realize a function provided to an operator terminal.