JP3104225B2 - Automatic call forwarding destination selection method - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

The present invention relates to a company or the like having a plurality of transfer destination candidates (persons who can respond to the following inquiries by telephone and can be the transfer destination of the telephone). Telephone transfer system in an organization (system for transferring telephone calls from outside, etc. through an extension telephone network)
, A telephone that automatically selects and determines the final forwarding destination in order to forward an inquiring call (which can include a wide variety of inquiries including an inquiry from an external customer) to an appropriate forwarding destination candidate It relates to an automatic transfer destination selection method.

[0002]

2. Description of the Related Art In a telephone transfer system in an organization such as a company having a plurality of transfer destination candidates (for example, a computer system maker company), an inquiry (for example,
In order to properly respond to a telephone call of a technical content from a customer in a computer system manufacturer, it is necessary to select and determine a transfer destination that meets the inquiry.

Conventionally, in this type of system for selecting a transfer destination of a telephone (telephone transfer destination selection system), a transfer destination is determined by a human (a transfer source operator). That is, after the transfer source operator considers various departments and transfer destination candidates considered appropriate for a call received from an external customer or the like, he / she considers the call to a predetermined transfer destination (determination of the transfer source). Was considered appropriate).

[0004]

The above-mentioned conventional telephone transfer destination selection method has the following problems.

[0005] A first problem is that a transfer source operator who is not familiar with the contents of an inquiry may make a mistake in selecting a transfer destination.

The reason that such a problem arises is that, in the above-described prior art, a vacant transfer destination candidate is randomly selected, and the telephone is likely to be transferred with the transfer destination candidate being the final transfer destination. That's why.

[0007] The second problem is that it takes a long time to determine the final transfer destination.

[0008] The reason why such a problem arises is that, in the above-described prior art, a human (generally, a transfer-source operator who is not familiar with the contents of an inquiry) takes a certain time to make a judgment over a certain procedure. By doing so, a transfer destination considered to be appropriate was selected and determined.

In view of the above, it is an object of the present invention to have a configuration for automatically selecting a telephone transfer destination for an inquiry, and to select and determine an accurate and high-speed transfer destination. It is an object of the present invention to provide an automatic transfer destination selection method.

[0010]

According to the automatic telephone transfer destination selection method of the present invention, a dictionary storage which stores identification information of transfer destination candidates who have handled telephone calls for inquiries regarding each keyword in the past. Unit, a skill storage unit that stores a skill level for each keyword of each transfer destination candidate, and a transfer destination candidate that is currently vacant among all the transfer destination candidates based on information from the transfer destination status input device. An empty state transfer destination candidate search unit (first search unit) to be selected and a query similar to the current telephone inquiry from search results by the empty state transfer destination candidate search unit with reference to the dictionary storage unit. Similar query corresponding transfer destination candidate search means (second
Search means), and a transfer destination candidate having a higher skill level among transfer destination candidates identified by the similar inquiry correspondence transfer destination candidate search means with reference to the skill storage unit (for example, transfer with the highest skill level) High-skill transfer destination candidate searching means (third search means) for determining a transfer destination from the determined transfer destination candidates, and a transfer destination determined by the high skill transfer destination candidate search means. An output device for transferring the telephone.

[0011] In addition, the automatic telephone transfer destination selection method according to the present invention comprises: a dictionary storage unit storing identification information of transfer destination candidates who have handled telephone calls for inquiries regarding the keywords in the past; A skill storage unit that stores a skill level for each keyword of a transfer destination candidate, and an average response time of each transfer destination candidate who has previously handled telephone calls for inquiries regarding the keyword for each keyword. A free state transfer destination candidate search unit (first type) that selects a currently available transfer destination candidate from all the transfer destination candidates based on the stored corresponding time storage unit and information from the transfer destination status input device.
Search means) and a similar query for determining a transfer destination candidate that has corresponded to a query similar to the current telephone inquiry from the search results obtained by the empty state transfer destination candidate search means with reference to the dictionary storage unit. A corresponding transfer destination candidate search unit (second search unit); and a transfer destination candidate having a higher skill level among transfer destination candidates identified by the similar inquiry corresponding transfer destination candidate search unit with reference to the skill storage unit. (For example, a high skill transfer destination candidate searching means (third searching means) for determining a transfer destination candidate having the highest skill level);
When there are a plurality of transfer destination candidates determined by the high skill transfer destination candidate search means, the past corresponding to the query similar to the current query among the plurality of transfer destination candidates is referred to by referring to the corresponding time storage unit. A shortest corresponding time transfer destination candidate search means (fourth search means) for determining a transfer destination by determining a shortest transfer destination candidate of the corresponding time, and a transfer destination determined by the shortest corresponding time transfer destination candidate search means And an output device for transferring a call to the telephone.

[0012] The automatic telephone transfer destination selection method of the present invention is based on the following principle: "A computer is used to store a dictionary storing identification information of transfer destination candidates who have handled telephone calls for inquiries regarding the keywords in the past. Department,
Skill storage unit that stores the skill level for each keyword of each transfer destination candidate, and an empty state that selects a currently empty transfer destination candidate from all the transfer destination candidates based on information from the transfer destination status input device. A transfer destination candidate search unit, a similar query that refers to the dictionary storage unit and determines a transfer destination candidate that has corresponded to a query similar to the current telephone inquiry from the search results obtained by the empty state transfer destination candidate search unit. A transfer destination candidate with a higher skill level (for example, the highest skill level) among the transfer destination candidates identified by the similar query corresponding transfer destination candidate search unit with reference to the corresponding transfer destination candidate search unit and the skill storage unit. Transfer destination candidate)
In order to function as a high-skill transfer destination candidate searching means for determining a transfer destination from the determined transfer destination candidates, and an output device for transferring a telephone call to the transfer destination determined by the high-skill transfer destination candidate search means. As a recording medium on which the “program” is recorded.

[0013] Further, the automatic telephone transfer destination selection method of the present invention is based on the following principle. "The computer stores a dictionary storing identification information of transfer destination candidates who have handled telephone calls for inquiries regarding the keywords in the past. Department,
A skill storage unit that stores a skill level for each keyword of each forwarding destination candidate, and an average response time of each forwarding destination candidate who has handled telephone calls for inquiries regarding the keyword in the past in the case of the handling. A vacant state transfer destination candidate search means for selecting a currently vacant state transfer destination candidate from all the transfer destination candidates based on the stored correspondence time storage unit and information from the transfer destination situation input device, and the dictionary storage unit A similar query corresponding transfer destination candidate search means for finding a transfer destination candidate which has responded to an inquiry similar to the current telephone inquiry from search results by the empty state transfer destination candidate search means with reference to the above, and the skill storage The transfer destination having a higher skill level among the transfer destination candidates identified by the similar query corresponding transfer destination candidate search unit with reference to the section. (E.g., a high skill transfer destination candidate search unit for finding a transfer destination candidate having the highest skill level), and when there are a plurality of transfer destination candidates identified by the high skill transfer destination candidate search unit, the corresponding time storage unit A corresponding time shortest transfer destination candidate search means for determining a transfer destination by determining a transfer destination candidate having the shortest past response time for an inquiry similar to the current query among the plurality of transfer destination candidates with reference to A program for functioning as an output device for transferring a telephone call to the transfer destination determined by the transfer time candidate search means with the shortest response time is also recorded.

[0014]

Next, the present invention will be described in detail with reference to the drawings.

(1) First Embodiment FIG. 1 is a block diagram showing a configuration of an automatic telephone transfer destination selection system according to a first embodiment of the present invention.

Referring to FIG. 1, the automatic telephone transfer destination selection method according to the present embodiment includes a transfer destination status input device 1 for grasping the current call status of each transfer destination, and an inquiry message for a transfer target telephone. And a keyword input device 2 that extracts a keyword and notifies the second search means 32 in the data processing device 3 of the keyword, a data processing device 3 that operates under program control, and a storage device that stores various types of information. The apparatus includes a device 4 and an output device 5 for connecting a telephone to a transfer destination (for transferring a telephone to the transfer destination selected and determined by the data processing device 3).

As a mode of inputting a keyword to the data processing device 3, a mode by the keyword input device 2 as in the present embodiment (electronically and automatically based on a result of analysis of a query message by a computer). In addition to the input mode, a mode in which a human (a primary operator or the like described later) extracts and inputs a keyword based on the content of the inquiry is also conceivable.

The data processing device 3 includes a first search unit (empty state transfer destination candidate search unit) 31, a second search unit (similar inquiry correspondence transfer destination candidate search unit) 32, and a third search unit ( High skill transfer destination candidate search means) 33, 4th
(The shortest corresponding time transfer destination candidate searching means) 34.

The first retrieval means 31 responds to the inquiry about the current transfer target telephone from all the transfer destination candidates (all of the plurality of transfer destination candidates existing in the telephone transfer system). Find out who can do it (operator).

The second search means 32 finds transfer destination candidates that have experienced a similar (same type) query as the current query in the past. That is, from the search results of the first search means 31 (currently available transfer destination candidates), the transfer destination candidates having the past results corresponding to the telephone call of the inquiry about the same keyword in the past are stored by using the dictionary storage unit 41. Search for.

The third search means 33 selects transfer destination candidates from the viewpoint of the skill level. That is, using the skill storage unit 42, the search results of the second search unit 32 (transfer destination candidates that are currently vacant and have a history of responding to similar queries in the past) are sorted in descending order of skill level. . Here, the term “skill” refers to the technical knowledge and technical ability of the operator who is the transfer destination candidate. As a specific example, regarding an inquiry about a computer, having a qualification of a first-class information processing technician or a qualification of an information processing system auditing technician may be “high in skill level”.

The fourth search means 34 determines a transfer destination candidate which will complete the response to the current telephone inquiry promptly. That is, when there are a plurality of transfer destination candidates having the highest skill level in the search result (sort result) of the third search unit 33, the corresponding time storage unit 43 is used to select the current transfer destination candidate from the transfer destination candidates. A candidate candidate having the shortest past response time (average response time) for a query similar to the above query is selected.

The storage device 4 stores, for each keyword (keyword of the content of the inquiry of the telephone), identification information of a transfer destination candidate (an inquiry similar to this inquiry) which has handled telephone calls in the past. A dictionary storage unit 41 for storing a correspondence table between each keyword and a transfer destination), a skill storage unit 42 for storing a skill level for each keyword of each transfer destination candidate, and a query for each keyword regarding the keyword. Correspondence time storage unit 4 that stores the average response time of each transfer destination candidate who has handled the telephone in the past at the time of the handling.
3 is included.

FIG. 2 is a flowchart showing the processing of the automatic telephone transfer destination selection method according to the present embodiment. This processing includes a free state transfer destination candidate search step 201, a free state transfer destination candidate presence / absence determination step 202, a similar inquiry experience transfer destination candidate presence / absence determination step 203, a similar inquiry experience transfer destination candidate presence / absence determination step 204, a skill level It comprises a forward transfer destination candidate sorting step 205, a highest skill level transfer destination candidate plural existence determination step 206, a search step 207 for a transfer destination candidate with the shortest corresponding time, a transfer step 208, and a broadcast step 209.

FIG. 3 is a diagram for explaining a specific operation of the automatic transfer destination selection method according to the present embodiment.

Next, the overall operation of the thus-configured automatic telephone transfer destination automatic selection system according to the present embodiment will be described in detail.

First, the first search means 31 obtains information indicating the call status of all the transfer destination candidates from the transfer destination status input device 1, and searches for a free transfer destination candidate based on the information ( (Step 201), it is determined whether or not there is an available transfer destination candidate (Step 202).

When the first search means 31 determines in step 202 that "there is no available transfer destination candidate", it recognizes that it is impossible to transfer the current call at this time, and It waits for the process to proceed until there is a state transfer destination (the search in step 201 and the determination in step 202 are repeated).

On the other hand, the first search means 31 executes step 2
If it is determined in 02 that “a transfer destination candidate in an empty state exists”, the search result indicating the transfer destination candidate (generally, a plurality of transfer destination candidates are generally in an empty state) together with the second search result Control is passed to the search means 32.

The second search means 32 receives a keyword of the content of the current telephone inquiry from the keyword input device 2. Then, using the dictionary storage unit 41, an inquiry (contents having the same keyword) similar to the contents of the current telephone inquiry from among the transfer destination candidates of the search result of the first search unit 31 (see FIG. A search is made for forwarding destination candidates that have experience in the past regarding the telephone call (inquiry similar to this inquiry) (step 203). It is determined whether or not it exists (step 204). In this determination, when the transfer destination candidate of the search result of the first search unit 31 hits as the transfer destination candidate corresponding to the keyword in the dictionary storage unit 41, the transfer destination candidate is set to “corresponding to the current telephone. It is possible and also has a proven track record of responding to inquiries similar to this one.
Recognize that

If the second search means 32 determines in step 204 that "there is a candidate for a transfer destination who has experience in responding to a telephone call of an inquiry similar to the current inquiry", the candidate for the transfer destination (this In general, control is passed to the third search means 33 together with a search result indicating that a plurality of transfer destination candidates also exist at the stage.

The third search means 33 is provided with the second search means 3
The information indicating the transfer destination candidates, which is the search result of No. 2, is sorted using the skill storage unit 42 (Step 205). That is, with reference to the “skill level information for each keyword of each transfer destination candidate” stored in the skill storage unit 42, each transfer destination candidate that is a search result of the second search unit 32 has a higher skill level. Sort in order.

Here, as the skill level information, it is conceivable to set several levels of skill levels for each transfer destination candidate and each keyword. At the time of setting a new keyword, the initial value of the skill level is set to 0 for all the forwarding destination candidates, and in the subsequent operation, each forwarding destination candidate is actually matched by the manager (the manager of the telephone transfer system). The skill level value is changed.
For example, an operator of a certain transfer destination candidate enters a DB (Data
Base) When the qualification of technician certification is acquired, the value of the skill level of the transfer destination candidate regarding the keyword “database” is incremented by one, and the contents of the reply to the operator who is the transfer destination of the inquiry regarding the certain keyword are added. On the other hand, when a customer raises a complaint at a later date, it is conceivable to subtract 1 from the skill level value of the operator (a transfer destination candidate for a later call) regarding the keyword.

Next, the fourth search means 34 executes step 2
It is determined whether there is a plurality of transfer destination candidates positioned at the highest position (transfer destination candidates having the highest skill level) in the sort result of the transfer destination candidates by the third search unit 33 in step 05 (step 206).

The fourth search means 34 determines in step 206 that "only one transfer destination candidate having the highest skill level exists (a plurality of transfer destination candidates do not exist)" (the transfer destination candidate having the highest skill level is determined). If one transfer destination can be specified), the transfer destination candidate is determined as the final transfer destination, and the output device 5 is notified of the determination.

On the other hand, the fourth search means 34 executes step 2
If it is determined in step 06 that “a plurality of transfer destination candidates with the highest skill level exist”, the corresponding time storage unit 43 is used to select the keyword (from the keyword input device 2) from the plurality of transfer destination candidates. A search is made for a transfer destination candidate having the shortest past response time (average response time) in the telephone call for an inquiry regarding the keyword) notified to the second search means 32 (step 207), and the transfer destination candidate in the search result is finally determined. Is determined as the transfer destination, and the output device 5 is notified of the determination.

If there are a plurality of transfer destination candidates having the same shortest corresponding time in the search in step 207, the final transfer destination is determined according to a certain rule. As the “certain rule”, for example, a rule for selecting a transfer destination candidate registered first for the keyword in the dictionary storage unit 41 as a final transfer destination (hereinafter, this rule is referred to as a “dictionary registration order rule”) Is considered).

The output device 5 transfers the current call to the transfer destination (finally determined actual transfer destination) of the search result notified from the fourth search means 34 (step 20).
8).

It should be noted that the second search means 32 executes step 2
04, if it is determined that “there is no transfer destination candidate that has experience in responding to the phone call of the inquiry similar to the current inquiry”, the search result of the first search unit 31 (the empty destination (Information indicating candidates) to the output device 5. In this case, the output device 5 does not perform the transfer to the specific transfer destination candidate, but broadcasts to the empty transfer destination candidate,
The current telephone is connected with the transfer destination candidate hooked first as an actual transfer destination (step 209). The keyword at this time is stored as a new keyword in the dictionary storage unit 41 by the second search means 32 together with the identification information of the transfer destination candidate corresponding to the current call.

The corresponding time of the operator (the transfer destination candidate who became the actual transfer destination) corresponding to the telephone call by the transfer in step 208 or the broadcast in step 209 is determined by the output device 5 by the corresponding time for the keyword at this time. The information is sequentially reflected on the value of the average response time in the storage unit 43. (If the information on the transfer destination candidate of the keyword does not yet exist in the response time storage unit 43, the current response time is newly added. Stored in the time storage unit 43).

The present embodiment can be modified as shown in the following a and b.

A. In the present embodiment, the fourth search unit 3
No. 4 targets the transfer destination candidate having the highest skill level in the sorting result of the third search means 33. On the other hand, it is also possible to consider all “transfer destination candidates having a high skill level” that are not less than the highest skill level but higher than a certain skill level.

B. In the present embodiment, the fourth search means 34 and the corresponding time storage section 43 are not provided, and the transfer destination candidate having the highest skill level is determined as the actual transfer destination based on the search (sort) result of the third search means 33. It is also possible to decide. In this case, if there are a plurality of transfer destination candidates having the highest skill level, a certain rule (for example, the above-described dictionary registration order rule) is selected from among them.
Is determined as the actual transfer destination.

Next, the operation of the automatic telephone transfer destination selection method according to this embodiment will be described using a specific example.

Here, as shown in FIG. 3, the operation will be described on the assumption that a telephone company is transferred from a secondary operator to a tertiary operator in a certain computer system manufacturer. Here, the “secondary operator” and “tertiary operator” mean the following persons (for reference, the “primary operator” will also be described).

A. Primary operator: An operator at a representative window of the company (an operator who listens to a keyword for the content of an inquiry from the outside and performs an appropriate transfer in a minimum sense (eg, transfer to each district))

B. Secondary operator: An operator at a representative window in a certain area (a department that matches a keyword (for example, an “OS (Operating System) department” or an AP (Application Program)).
m) Operator who transfers to "Department")

C. Tertiary operator: an operator who is in charge of telephone support in each department (for example, a specific person in charge of inquiries in the OS department)

In this example, as the tertiary operator, 26 letters corresponding to 26 letters of the alphabet from A to Z
It is assumed that an operator named exists as a transfer destination candidate.

Here, the “current vacant state of each tertiary operator (transfer destination candidate)” sent from the transfer destination status input device 1 to the first search means 31 is “operator B, D,
J, S, and W are available and available. "
(Such an empty state is a search result in step 201 in FIG. 2).
It is also assumed that the “keyword of the contents of the inquiry about the telephone to be transferred this time” sent from the keyword input device 2 to the second search means 32 is “communication product C series”.

The second search means 32 determines whether or not the above-mentioned keyword is registered in the dictionary storage section 41. If the keyword is registered, the keyword is included in the search result of the first search means 31. Is searched for a transfer destination candidate corresponding to (see step 203). As a result, the operators D, S, and W are selected as transfer destination candidates that are currently free and have a track record in response to inquiries regarding the keyword in the past.

Further, the third search means 33 searches the transfer destination candidate having the highest skill level using the skill storage section 42 (see step 205). In this case,
The value of the skill level of the operators S and W is 5,
Suppose that the skill level is higher than the operator D whose skill level value is 4. Therefore, at this stage, the final transfer destination candidate is narrowed down to one of the operators S and W.

Finally, the fourth search means 34 selects, from among the search results of the third search means 33, the transfer destination which has the shortest average corresponding time in the past for the above-mentioned keyword ("communication product C series"). Select a candidate (step 207)
reference). Here, it is assumed that the average corresponding times of the operators S and W are 93 seconds and 121 seconds, respectively. Since the average corresponding time of the operator S is shorter,
The operator S is determined as the final transfer destination.

As a result, the output device 5 transfers the current call to the operator S (see step 208).

(2) Second Embodiment FIG. 4 is a block diagram showing a configuration of an automatic telephone transfer destination selection system according to a second embodiment of the present invention.

Referring to FIG. 4, the automatic call destination selection method according to the second embodiment of the present invention is different from the automatic call destination selection method according to the first embodiment shown in FIG. And a recording medium 100 storing a telephone transfer destination automatic selection program. This recording medium 100
May be a magnetic disk, a semiconductor memory, or another recording medium.

The automatic telephone transfer destination selection program is read from the recording medium 100 into the computer 200 including the transfer destination status input device 1, the keyword input device 2, the data processing device 3, the storage device 4, and the output device 5, and The operation of the computer 200 is transferred to the destination status input device 1, the keyword input device 2, the first search unit 31, the second search unit 32, the third search unit 33, the fourth search unit 34, the dictionary storage unit 41, Skill storage unit 42, response time storage unit 43,
And the output device 5. The operation of the computer 200 under the control of the telephone transfer destination automatic selection program is as follows.
The transfer destination status input device 1, the keyword input device 2, the data processing device 3 (the first search means 31, the second search means 32, the third search means 33, and the fourth search in the first embodiment) Means 34), storage device 4 (dictionary storage unit 4)
1, a skill storage unit 42 and a corresponding time storage unit 43),
Since the operation is exactly the same as that of the output device 5, detailed description thereof will be omitted.

As a mode of inputting a keyword to the data processing apparatus 3, a mode by the keyword input apparatus 2 as in the present embodiment (an electronic / analog based on a result of analysis of an inquiry message by one function of the computer 200). In addition to the case of automatically inputting), a mode in which a human extracts and inputs a keyword based on the contents of an inquiry is also conceivable, as in the case of the first embodiment. Further, the two modifications described with respect to the first embodiment are equally applicable to the present embodiment.

[0059]

As described above, the present invention has the following effects.

The first effect is that the processing time required for telephone transfer can be reduced.

The reason why such an effect occurs is that the work of various judgments required when selecting the transfer destination (for example, the work of assigning the keywords of the contents of the inquiry to the transfer destination candidates) is automated. is there.

The second effect is that more accurate transfer can be realized, and the satisfaction of the transfer side (customer making an inquiry, etc.) can be improved.

The reason why such an effect is generated is that it is possible to take into account the skill level and the corresponding time of each transfer destination candidate as a transfer destination selection condition, and the skill level is high and a clear and simple explanation can be made. This is because the telephone can be preferentially transferred to the operator.

A third effect is that the transfer destination candidate can be made to have a self-development consciousness, and an overall skill improvement of all operators can be expected.

The reason why such an effect occurs is that it becomes easy for a telephone to be connected to a transfer destination candidate having a high skill level and a short response time, so that the technical ability and the response ability of each operator become clear to an administrator or the like. This can be a trigger for improving the capability of each transfer destination candidate.

[Brief description of the drawings]

FIG. 1 is a block diagram illustrating a configuration of an automatic telephone transfer destination selection method according to a first embodiment of the present invention.

FIG. 2 is a flowchart showing a process of an automatic telephone transfer destination selection system shown in FIG. 1;

FIG. 3 is a diagram for explaining a specific operation of the automatic telephone transfer destination selection method shown in FIG. 1;

FIG. 4 is a block diagram showing a configuration of an automatic telephone transfer destination selection method according to a second embodiment of the present invention.

[Explanation of symbols]

 REFERENCE SIGNS LIST 1 transfer destination status input device 2 keyword input device 3 data processing device 4 storage device 5 output device 31 first search means 32 second search means 33 third search means 34 fourth search means 41 dictionary storage section 42 skill Storage unit 43 Corresponding time storage unit 100 Recording medium 200 Computer

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Claims (9)

(57) [Claims] 1. A dictionary storage unit for storing identification information of transfer destination candidates who have handled telephone calls for inquiries regarding the keywords for each keyword in the past, and a skill level for each keyword of each transfer destination candidate. An available state transfer destination candidate searching means for selecting a currently available state transfer destination candidate from all the destination candidates based on information from the destination state input device; and the dictionary storage section A similar query corresponding transfer destination candidate search means for determining transfer destination candidates which have responded to an inquiry similar to the current telephone inquiry from search results obtained by the empty state transfer destination candidate search means with reference to With reference to the storage unit, a transfer destination candidate having a high skill level is determined from the transfer destination candidates determined by the similar query corresponding transfer destination candidate search unit. A high skill transfer destination candidate searching means for determining a transfer destination from the determined transfer destination candidates, and an output device for transferring a call to the transfer destination determined by the high skill transfer destination candidate search means. Automatic transfer destination selection method. 2. As "determining a transfer destination candidate having a high skill level", "determining a transfer destination candidate having the highest skill level among transfer destination candidates identified by the similar inquiry corresponding transfer destination candidate search means" 2. The automatic telephone transfer destination selection method according to claim 1, further comprising a high skill transfer destination candidate search means for performing the following. 3. A dictionary storage unit for storing identification information of transfer destination candidates who have handled inquiries regarding the keywords in the past for each keyword, and a skill level for each keyword of each transfer destination candidate. A corresponding time storage unit that stores an average corresponding time of each forwarding destination candidate who has previously handled a telephone call for an inquiry about the keyword for each keyword; Empty state transfer destination candidate searching means for selecting a currently empty transfer destination candidate from all the transfer destination candidates based on information from the destination state input device; and referring to the dictionary storage unit, the empty state transfer destination A similar query that finds transfer destination candidates that have responded to a query similar to the current phone query from the search results by the candidate search means A corresponding transfer destination candidate search unit, and a high skill transfer destination candidate for determining a transfer destination candidate having a high skill level among transfer destination candidates determined by the similar inquiry corresponding transfer destination candidate search unit with reference to the skill storage unit. When there are a plurality of transfer destination candidates identified by the search means and the high skill transfer destination candidate search means, the corresponding time storage unit is referred to in the plurality of transfer destination candidates and similar to the current inquiry. A corresponding time shortest transfer destination candidate searching means for determining a transfer destination by determining a shortest transfer destination candidate in the past corresponding to the inquiry, and calling the transfer destination determined by the corresponding time shortest transfer destination candidate search means. And an output device for transferring. 4. "Determining a transfer destination candidate having a high skill level""determining a transfer destination candidate having the highest skill level among transfer destination candidates identified by the similar inquiry corresponding transfer destination candidate search means" 4. An automatic telephone transfer destination selection method according to claim 3, further comprising a high skill transfer destination candidate search means for performing the following. 5. The apparatus according to claim 1, further comprising a keyword input device for analyzing a message of the inquiry on the telephone to be transferred, extracting a keyword, and notifying the similar inquiry corresponding transfer destination candidate search means of the keyword. The telephone transfer destination automatic selection method according to claim 2, claim 3, or claim 4. 6. A computer, comprising: a dictionary storage unit storing identification information of transfer destination candidates who have handled telephone calls for inquiries regarding the keywords for each keyword in the past; a skill level for each keyword of each transfer destination candidate; Empty state transfer destination candidate searching means for selecting a current empty state transfer destination candidate from all the transfer destination candidates based on information from the transfer destination situation input device, and the dictionary storage section A similar query corresponding transfer destination candidate search means for finding a transfer destination candidate which has responded to an inquiry similar to the current telephone inquiry from search results by the empty state transfer destination candidate search means with reference to the above, and the skill storage The transfer destination candidate having a high skill level among the transfer destination candidates identified by the similar query corresponding transfer destination candidate search unit with reference to the section High-skill transfer destination candidate searching means for determining the transfer destination from among the determined transfer destination candidates,
And a recording medium recording a program for functioning as an output device for transferring a telephone call to a transfer destination determined by the high skill transfer destination candidate search means. 7. "Determining a transfer destination candidate having a high skill level""determining a transfer destination candidate having the highest skill level among transfer destination candidates determined by the similar query corresponding transfer destination candidate search means" 7. A recording medium according to claim 6, wherein a program having a function of a high skill transfer destination candidate searching means for performing the above is recorded. 8. A computer, comprising: a dictionary storage unit storing identification information of transfer destination candidates who have handled telephone calls for inquiries regarding the keywords for each keyword in the past; a skill level for each keyword of each transfer destination candidate; A corresponding time storage unit storing an average corresponding time of each forwarding destination candidate who has handled a telephone call for an inquiry regarding the keyword in the past in the past, Empty state transfer destination candidate searching means for selecting a currently empty state transfer destination candidate from all the transfer destination candidates based on information from the destination state input device, and referring to the dictionary storage unit, the empty state transfer destination candidate Kind of identifying a forwarding destination candidate that has responded to an inquiry similar to this telephone inquiry from the search results by the search means Similar query support transfer destination candidate search means,
A high skill transfer destination candidate search unit for determining a transfer destination candidate having a high skill level among transfer destination candidates identified by the similar inquiry correspondence transfer destination candidate search unit with reference to the skill storage unit; When there are a plurality of transfer destination candidates identified by the candidate search means, the correspondence time storage unit is referred to and the past correspondence time for the query similar to the current query among the plurality of transfer destination candidates is the shortest. A shortest transfer time candidate search means for determining a transfer destination by determining a transfer destination candidate, and an output device for transferring a call to the transfer destination determined by the shortest transfer time candidate candidate search means. A recording medium on which a program is recorded. 9. The method of “determining transfer destination candidates having a high skill level” includes “determining transfer destination candidates having the highest skill level among transfer destination candidates identified by the similar inquiry correspondence transfer destination candidate search unit”. 9. The recording medium according to claim 8, wherein a program having a function of a high skill transfer destination candidate search means for performing the above is recorded.